AERPS / MASTERAVCON (A H Williams) 2007 to some rights reserved. Guideline. Relevance

Transcription

1 Guideline Relevance Emergency / Crisis Response - Assistance from the Ground Handling Agent in support of client airline (aircraft operator) catastrophic aircraft accident - at or near to the appropriate / relevant airport Note: The GHA might also wish to adapt this guideline for other major emergencies, serious incidents etc. (not covered herein) occurring at or near to the appropriate airport - and to which they might also be require to respond e.g. major accidents involving non-client airlines (aircraft operators) if so directed or volunteered ; major airport accidents / incidents not involving aircraft e.g. terminal evacuation; security related incidents; humanitarian assistance / welfare type operations etc. (Parent Website) GHA ERP Guideline /

2 Preamble - please take a look at the below explanatory notes before looking at the guideline itself: Note 1A - This document is a guideline for assisting in the production of a Ground Handling Agent (GHA) emergency response plan (ERP) - either for itself and / or on behalf of a typical client airline (aircraft operator) It is assumed herein that the GHA ERP will be predominately based on the AEP (Airport Emergency Plan) of the airport at which the GHA operates / is based It is further assumed herein that where a client airline provides its own ERP to the contracted GHA (i.e. the airline ERP relating to the particular airport at which the GHA operates & also at which it represents the specific airline concerned) - the GHA will customise its own standardised GHA ERP (i.e. as standardised to the associated AEP) only to the extent necessary to incorporate airline provided communication information (and similar e.g. the airline s own alerting & activation [notification] process) Exceptionally, limited procedural changes to the GHA ERP may be negotiated by a client airline - provided that the overriding requirements of the local AEP still apply All of the above is necessary (in the real world) to avoid the very undesirable (but unfortunately very common) situation of a GHA at a particular station / airport - having to handle as many different client provided ERPs as it has client airlines, with the added danger that many of these client ERPs will not accurately / adequately (if at all) reflect the requirements of the associated AEP Note 1B -This guideline is a work of reference. The reader hopefully appreciates that, like any work of reference - the result will inevitably be a rather large document! It is expected that the larger / more complex ground handling companies will need to refer to and address the greater majority (if not all) of issues covered herein - whilst smaller / simpler operators might (to a limited extent) mix, match and adapt as required Note 2 - Fictitious GHA AVPORT Handling is used to provide context in this document Whatever applies to AVPORT herein may be regarded as being typically applicable to most GHAs (including Supervisory Agents to a degree and where involved) in reality - when preparing, training & exercising (for practice or for real) their own GHA emergency response plans, including those operated on behalf of client airlines ABCX Airways (see Note 3 below) is a client airline of AVPORT when operating scheduled passenger and cargo services to / from XIA Airport (see 4 below) Note 3 - Fictitious (scheduled) passenger airline ABCX Airways is used to provide context herein Whatever applies to ABCX Airways might thus be regarded as being typically applicable to most scheduled, passenger airlines (& similar e.g. charter, cargo & VIP airlines) in reality - when preparing, training & exercising (for practice or for real) the airline emergency response plan at airline station level - where the airline is represented solely or predominately by a contracted GHA GHA ERP Guideline /

3 For the purposes of this specific guideline, ABCX Airways has been broadly based on a medium to large sized (United Kingdom registered and headquartered) scheduled, international (short, medium and long-haul) passenger operator Note 4 - Fictitious airport XYZ International Airport (XIA) is used to provide context in this document. The authority ( Airport Operator / Management Company ) responsible for managing & operating XIA is the XYZ Airports Company. XIA is located in a country named XXX. XIA is nationally regulated by the XXX Civil Aviation Authority It can be assumed that XIA is a large and busy international airport hub located on the outskirts of a large, modern and well developed city with excellent infrastructure of all types. XIA is equipped to handle aircraft up to Airbus A380 size. AVPORT Handling is based and operated at XIA only The XIA Airport Emergency Plan (AEP) can be assumed to have been prepared in all respects in accordance with the appropriate guidance contained in ICAO Annex 14, Airport Services Manual - Part 7, ICAO Annex 9, ICAO Annex 19 - together with appropriate national & local civil aviation requirements. As an example, the AEP should document (amongst many, many other things of course) in detail its accountabilities re (humanitarian) assistance to aircraft accident victims and their families ABCX Airways operates scheduled passenger & cargo flight services to / from XIA - and is handled there by AVPORT. Largest aircraft used on this schedule is the Airbus A380 Note 5 - It is vital for Aircraft Operators, Ground Handling agents etc. - to be aware of the concepts, information and requirements contained in a typical AEP - in order that they can better understand the required integration process of their own emergency response plans (especially Aircraft Operator & GHA Station emergency response plans) with those of the airports at which they operate As a general rule, Aircraft Operator & GHA emergency response plans for their stations / airports must be predicated on (& subordinate to) the AEP for the airport at which the Station is located Note 6 - The senior airline representative at a station / airport, and as understood / used in this guideline, can be either a direct airline employee OR be provided by some form of ground handling agent (airline representative) OR similar (supervisory agent) where circumstances so dictate. The generic term used for all such persons in this guideline is station manager It is assumed herein that station managers shall be responsible for all local aspects of parent / client airline emergency response policy, planning, implementation & response - unless directed otherwise Where differentiation between airline and GHA station staff is required herein - the terms airline station manager and airline representative (GHA) - duty manager - are used respectively Where the term airline representative (GHA) - duty manager is used, it can be assumed (unless stated otherwise) that no ABCX Airways airline employee is available to act as station manager at the specific station / airport - which is the assumed scenario assumed in this guideline document The station manager s geographical area of responsibility concerning emergency response shall be defined & communicated accordingly by each client airline GHA ERP Guideline /

4 Note 7 - As used herein - an airline station (also known as outstation, out-port etc.) is a general term for any airport on an airline s /aircraft operator s published network of regular destination airports Airlines are generally required to produce their own (airline) individual ERPs for each station operated to - with each such ERP being predicated on the appropriate airport s AEP Where a GHA serves a client airline at a particular station (airport) - then the term station can be generally used and interpreted in the same way by the GHA, as it is by the airline - and such usage has been assumed herein e.g. an airline station ERP can be produced by an airline; by a GHA on behalf of a client airline or by a mix of the two working together For example - an airline s station Local Accident Control Centre (for definition see glossary at Section 4 of this document) can be operated by an airline; by a GHA on behalf of a client airline (or on behalf of any airline if so directed by an appropriate authority [e.g. the airport operator] at time of crisis) - or via a mix of both For example - an airline station Crash Site Team (see glossary again) can be provided & deployed by an airline; by a GHA on behalf of a client airline (or on behalf of any airline if so directed by an appropriate authority at time of crisis) - or via a mix of both Note 8 - Most terms and abbreviations used in this document are generic i.e. not specific to any particular airline, airport, GHA etc. (see term generic in glossary - at Section 4 of this document) Whilst such terms etc. might be the same or very similar to many in actual aviation use world-wide, their generic use and nature in this guideline document should always be remembered - and accounted for accordingly i.e. when preparing real emergency plans based on this guideline, ensure that all generic terms are replaced with specific (real / in-use) local terms (i.e. your own airline s / airport s / GHA etc. terms) where necessary However, if you are able to adopt the terminology (& concepts also) used herein, in your own emergency response plans, this will assist in achieving a highly desirable degree of standardisation amongst aircraft operators, airport operators and GHAs Note 9 - For an in-depth explanation of many of the terms & concepts used in this generic guideline document, please refer to the glossary found in Section 4 Note 10 - Whilst terms associated with welfare of and support to accident victims and others are generally referred to in this document as e.g. Family Assistance Centre ; Special Assistance Team ; Care Team etc. - the word humanitarian is preferred e.g. Humanitarian Assistance Centre and Humanitarian Assistance Team. However, all such terms are generally interchangeable when used herein - with the same or broadly similar meanings GHA ERP Guideline /

5 Note 11 - How to use this Guideline (Instructions) Information for preparation & production of a new or upgraded GHA ERP (as based on this guideline) will generally be provided by: Written instruction - requiring already completed sections of this guideline document (preprepared generic material) to simply be copy & pasted into any new or upgraded GHA ERP under preparation. Where required the copy & paste material can (must) be altered of course, to suit any specific requirements of the new or updated ERP being worked upon AND / OR Written instruction - requiring the person(s) working on the new or upgraded GHA ERP under preparation to obtain and insert appropriate information him / herself - which will almost certainly require some original thought and research, some decision making (e.g. policy & budget), time and effort etc. (What we are referring to here is information which no generic guideline such as this is able to provide) An example of how typical instructions might appear in this guideline document is shown below: Example Instruction 1 -The front cover sheet for your own GHA ERP will be found on the next page of this guideline document. You can simply copy & paste it into the front (first page) of your own, equivalent document Remember to: * Insert the names of your GHA and operating airport in the appropriate places * Change or remove the logo (top left of header) * Amend the rest of the header & footer text to your own requirements - as required * Add any other information as required Note 12 - Controlled Document information has (in general) been deliberately omitted from this guideline document - for the sake of brevity and clarity. GHAs using this guideline to produce or update their own ERPs should ensure that their versions comply with appropriate controlled document procedures e.g. list of effective pages with effective dates; documented revision procedure etc. Note 13A This original document (the work ) contains material protected under International and / or Federal and / or National Copyright Laws & Treaties. Any unauthorised use of this material is prohibited However, all & any entities & persons are licensed / authorised (by the copyright owner / original author) to use the work under the terms of something known as a creative commons licence. (Follow the link below to see the basic terms of this licence in plain language [from there you can then also link to the legal language version]): GHA ERP Guideline /

6 Attribution - Non-Commercial 3.0 Unported Licence - (CC BY-NC 3.0) Note - attribution means placing the following (below) text in the header (or some other prominent position e.g. the page after the title page / front cover) of all and any derivative document(s) (known as adaptations ) - which you make at any time - as based on this work: AERPS / MASTERAVCON (A H Williams) - some rights reserved For any other use of the work (e.g. use for commercial / for profit purposes) - written permission is required. Such permission can be requested from: info@aviation-erp.com The copyright owner / original author hereby agrees that the term commercial (as used above) can be fairly interpreted as not applying to any use of this work as a template / guideline, where such use is made solely (only) for producing an emergency response plan or similar document - and where such use is solely (only) made by an entity (e.g. an airline; a GHA etc.) or a person(s) in the employ of such entity - for use by such entity alone If derived / adapted / changed versions (adaptations) of this work are made, then a statement to this effect must be placed in some appropriate, prominent position (e.g. the page after the title page / front cover) of all and any such derived / adapted / changed versions e.g... This is an adaptation of [insert title / name of the work] by AERPS / MASTERAVCON / A H WILLIAMS.. If adaptations of this work are made, it is recommended that all images in the original are replaced and / or omitted in the adaptation. This is in order to avoid any potential infringement of image copyright, which the original work copyright owner / author might reasonably be unaware of Entities and persons intending to distribute this work and / or adaptations to other entities and persons, shall be responsible for ensuring that the terms, conditions etc. of this Note 13A and the associated creative commons licence referred to above, are passed on in turn All entities and persons receiving such distributed versions shall then be bound by these same terms and conditions Note 13B - Any person / entity having reasonable cause to believe that his / her / its copyright has been infringed in this document (work) - should please the author soonest, in order that the issue can be mutually and satisfactorily resolved, without undue delay - info@aviation-erp.com Note 14 - Despite every care being taken in the preparation of this series of guideline & guideline / template documents, they will inevitably contain errors, omissions & oversights, incorrect assumptions, non-working links etc. Users identifying same in this particular document (the one you are reading now) are requested to please the author accordingly at: info@aviation-erp.com GHA ERP Guideline /

7 Note 15 Sections 1, 2 & 3 constitute the abbreviated version of this guideline. The abbreviated version is specifically targeted at very experienced and knowledgeable GHA emergency response planners / managers / team leaders only i.e. those able to confidently plan / update their own, local (GHA) ERP in accordance with the abbreviated portion of this guideline alone For GHA emergency planners etc. requiring a more complete GHA ERP guideline - and / or where further guidance is needed, supplementary Sections 4 & 5 of this document must also be consulted and used to put together a full (non-abbreviated) version of the GHA ERP To make this absolutely clear - the intent here is that only those who are very confident in using the abbreviated version use Sections 1 through 3. Those requiring the full version must combine Sections 4 & 5 with Sections 1 to 3 If in doubt, it is strongly recommended that the full version always be consulted / prepared / used End of Preamble Section The information contained in this document is provided on an as is basis, without warranty of any kind. Whilst reasonable care has been taken in the document s preparation, the author shall have no liability to any person or entity whatsoever - with respect to any loss, damage, injury, death etc. caused (actual or allegedly) directly or indirectly and by whatever means and of whatever type, by use of such information Note from author of this document The document you are reading now is just one of many aviation related emergency response guidelines produced by the author. Two others in particular should be noted. The first is a directly equivalent document - but which differs in that it has been produced specifically for aircraft operators (i.e. typically airlines) - in this case relating to fictional airline ABCX Airways The second is also a directly equivalent document - but has been produced specifically for airport operators - in this case relating to the fictional XYZ International Airport All such guideline documents generally correlate, co-ordinate and are consistent with each other to a degree - as should be the case in the real world where an airline operates to a specific airport utilising the handling services of a specific GHA at that airport The other two documents referred to above can be found on the author s own website (see bottom of front page for link) under the FREE DOCUMENTS dropdown menu NOTE - Actual (real) instructions for use in this guideline document commence on the next page GHA ERP Guideline /

8 Guideline - Instruction 1 The front cover sheet for your own GHA ERP will be found on the next page of this guideline document. You can simply copy & paste it into the front (first page) of your own document Remember to e.g. * Insert the appropriate GHA name, the station / airport name & its IATA & ICAO codes etc. - in the appropriate place * Change or remove the logo (top left section of header) * Amend the rest of the header & footer text to your own requirements - as required * Insert the correct number of pages in your new document - once you have completed it * Amend the revision date etc. to suit your own requirements Reminder: Also see Note 8 on page 3 & Note 12 on page 4 - and act on them accordingly GHA ERP Guideline /

9 Insert GHA company name here xxxxxxx As related to the Catastrophic Aircraft Accident type situation at or near to: Insert Station (Airport) Name (+ IATA [3 letter] & ICAO [4 letter]) codes here Number of pages in this document: TBA Revision No Date Updated by Revision (Original) xx-xxx-20xx Station Manager / GHA xxxxxxx GHA ERP Guideline /

10 Guideline - Instruction 2 As this document (the one you are now reading) is a guideline (rather than a guideline / * template ), no further instructions will be provided other than the general instruction further below * Note: A guideline / template document is a more comprehensive version of its guideline equivalent. However, such version does not exist in the case of the GHA ERP (It has been assumed that this general instruction is targeted at the GHA manager [and alternate / backup / deputy person{s}] responsible for producing the GHA ERP for his / her own airport - as related to a catastrophic aircraft accident type scenario) Users are reminded that this guideline document is based on the assumption that the GHA does not yet have its own ERP operation / system in place (but is about to introduce one) - OR is desirous of reviewing and updating its current ERP operation / system General Instruction You should now use your own common sense, logic, skill, experience, consultation with appropriate colleagues and external experts, direction from above etc. - to adapt the AVPORT Handling information provided in the remainder of this guideline document (the one you are now reading) in order to prepare, document and implement a GHA ERP operation which is specific to your own station s / airport s circumstances, purposes and requirements - possibly as also influenced by interested third parties such as local airport operators; local emergency services; aircraft operators / clients; government authorities, industry authorities (e.g. IATA) etc. Reminder: Also see Note 8 on page 3 & Note 12 on page 4 - and act on them accordingly GHA ERP Guideline /

11 Contents Section 1 / Essential Actions, Procedures, Facilities to plan for (Must Haves) 11 Section 2 / Communications 12 Section 3 / Checklists 17 Sections 1 through 3 comprise the abbreviated version of this document Section 4 / Glossary + Additional Explanatory Material 57 Section 5 / Additional Material required to expand on Section The full version of this document is obtained by combining sections 4 & 5 with Sections 1 to 3 Acronyms (generic) - GHA to include / replace with additional / appropriate local acronyms, as required AEP Airport Emergency Plan (for XIA) AOC Airline Operators Committee (operating at XIA) C4 Command, Control, Co-ordination & Communication CCC Crisis Communications (Media Response) Centre (located at airline s HQ) CD Crisis Director (Person in overall charge of airline Command & Control at client airline s HQ) CIQ Customs, Immigration & Quarantine (Port Health for latter) (at XIA) CMC Crisis Management Centre (Command & Control Centre at client airline s HQ) C-LACC Controller - Local Accident Control Centre (at airline s XIA Station) CRC (A) (Uninjured) Crew Reception Centre - Airside (at XIA) CRC (L) (Uninjured) Crew Reception Centre - Landside location at or near airport (usually a hotel) CST Crash Site Team (Station Traffic / Ramp + Aircraft Engineering Staff deploying to accident location) CSU Airline Crisis Support Units (based at airline HQ - but can also deploy as part of airline s GO Team) DVI Disaster Victim Identification (known in USA as DMORT - Disaster Mortuary Op. Response Team) ECC Emergency (Telephone) Call / Contact / Information Centre (almost always provided by airline) EOC Local Airport Authority s / Airport Management Company s Emergency Operations Centre (Local Airport s crisis response Command & Control Centre [contrast with LACC ]) ERP Airline s and / or GHA s Station Emergency Response Plan (Catastrophic Aircraft Accident) FAC Family (Humanitarian) Assistance Centre (usually located landside - e.g. hotel at or near airport) FCC Field Control Centre FEC Family, Relatives & Friends Enquiry Card FR Family, Relatives & Friends (of accident victims) FRRC Family, Relatives & Friends Reception Centre (usually located landside at a local airport facility) GHA Ground Handling Agent / airline representative at station level (in general) HAC Humanitarian Assistance Centre (see also FAC ) (Note - term HAC is preferred to term FAC ) ICT Airport s Immediate Care Team (at XIA) JFSOC Joint Family Support Operations Centre (usually located within or close to FAC [provided by airline]) LACC Local Accident Control Centre (i.e. Station s C4 Centre) (contrast with EOC ) LGT Leader GO Team (CD qualified airline person in overall charge of airline s GO Team) MGFR Meeters and Greeters of accident victims (including any FR) OCC 24H Operations Control Centre at client airline s HQ ODM OCC - Duty Manager NOK Next of Kin / Closest Relative (of accident victim[s]) PRC Passenger (Victim) Record Card (also used for crew) RA (A) Re-uniting Area - on airport RA (O) Re-uniting Area - off airport SAT Special (Family / Humanitarian) Assistance Team (typically provided by airline) SRC (A) (Uninjured Passenger) Survivor Reception Centre - Located airside at local airport SRC (L) (Uninjured Passenger) Survivor Reception Centre - Located landside e.g. hotel at or near airport GHA ERP Guideline /

12 Section 1 GHA Station ERP Requirements - Summary - Essential Plans, Procedures, Facilities etc. - to be in place (i.e. all of the below should be in place / available at your Station / Airport - If not, make it happen!) Essential Requirements? 1 GHA ERP document for your station / airport prepared, current & fully fit for purpose 2 All GHA potential crisis responders to have an excellent working knowledge of own GHA ERP 3 Full & free access to local Airport (Operator s) Emergency Plan (AEP) - for all GHA crisis responders 4 All GHA crisis responders to have a good working knowledge of local airport s AEP 5 Trained, exercised & adequate team of selected GHA staff - available to respond to major crisis 6 Backup (alternate) staffing system to 5 above - thus ensuring 24 hour shift manning as required 7 Documented reports & records kept - for all completed crisis response training, exercising & similar 8 Complete, accurate & current (soft & hard copy) crisis contacts communication directory / database 9 Reliable and rapid Alerting & Activation system for crisis notification of own GHA staff 10 Suitable equipment, manpower & facilities for your GHA Local Accident Control Centre (LACC) 11 Reliable & rapid two way communications between GHA & client airline HQ / local airport EOC etc. 12 Preparation, storage, maintenance and use of GHA Emergency Bags / Boxes / Folders etc. 13 Plan to deploy a GHA (traffic / ramp) rep to accident location to represent client airline / GHA 14 Plan to deploy an aircraft engineer to accident location (if available) to act as ENG expert support 15 Plan to deploy a GHA person to local airport s EOC to represent client airline / GHA 16 Plan to deploy appropriate transport, ground equipment & operators etc. as required 17 Obtain / produce, train & exercise in client airline s (&/or GHA s) PAX Manifest Verification task 18 Ensure local airport provides an airside reception centre for uninjured crew (separate from 19) 19 Ensure local airport provides an airside reception centre for uninjured PAX (separate from 18) 20 Ensure local airport provides a landside airport reception centre for MGFR 21 Ensure airport / whoever provides a reuniting system & facilities for accident victims & their MGFR 22 Provide any and all types of GHA support & welfare to centres / persons at 18, 19, 20 & 21 above 23 Establish a system which will permit rapid and reliable identification of uninjured survivors 24 Establish a system which will permit rapid and reliable identification & status of injured survivors 25 Establish a system which will permit rapid and reliable identification of fatalities & the missing 26 Plan for a landside reception centre (usually a hotel) for uninjured crew (separate from 27 & 28) 27 Plan for a landside reception centre (usually a hotel) for uninjured PAX (separate from 26 & 28) 28 Plan for a landside reception centre (usually a hotel) for MGFR (separate from 26 & 27) 29 Provide any and all types of GHA support & welfare to centres / persons re 26, 27 & 28 above 30 Use FECs & PRCs (or local equivalent forms) for recording / managing accident victim & FR info 31 Make suitable arrangements to handle / reconcile cargo, baggage, mail etc. from accident aircraft 32 Make suitable arrangements to receive, accommodate & assist airline GO Team upon arrival 33 Make suitable arrangements to support airline GO Team in all possible ways after arrival 34 Only communicate to media if instructed to do so by an appropriate manager at client airline HQ 35 If communicating with media - comply 100% with what has been briefed to you by client airline HQ HQ END IMPORTANT - if required, see Section 4 for glossary and additional (explanatory) information related to the terms & concepts used above in Section 1 and below in Sections 2, 3 & 5 GHA ERP Guideline /

13 Section 2 COMMUNICATIONS General Pages 14 to 16 show example, template tables for recording essential contact information - to be used during an aircraft related emergency at, near or otherwise affecting your station / airport The format follows that currently in general use to record station / airport contact information for normal operations by many airlines / GHAs / airline representatives at stations (see page 13) - so the look and feel of the tables should be familiar to most airline / GHA airports staff Some fictitious sample / example text has been inserted into some of the tables to give an idea of the types of contact information to be included. The list is not exhaustive Please delete this sample / example text and insert your own actual (real) data - when preparing emergency contact information for your station / airport - as is required by this Section 2 Updating It is vital that the user (implementer) of this guideline devises a suitable system for reviewing and maintaining (updating) all required crisis contact information, in order that it is always in a fit for purpose state. How this is accomplished will be left to the user - however, it is strongly recommended that whichever system is used guarantees that all crisis contacts are checked for currency, accuracy and relevance at no greater than cyclical 3 monthly intervals. Associated, documented records should be maintained and retained to support this process It is also strongly recommended that personal / individual contact information includes at least mobile (cell / smart) phone, office landline phone and home (residence) landline phone contact details (if available for latter - and with agreement from the individual to so provide for the specified purpose [e.g. for home contact details - where data protection matters might be a consideration]) Alerting (Notification) and Activation (Callout) Whilst the subject of crisis response alerting and activation is outside the scope of this particular guideline document - it is vital that the user (implementer) devises a suitable system to: Rapidly & reliably alert (notify) staff and others of a crisis occurrence Rapidly & reliably activate and assign staff to appropriate crisis response duties GHA ERP Guideline /

14 Example Only - AIRPORT: PORLAMARQUES / PMJ - NORMAL BUSINESS CONTACTS HANDLING AGENT AVPORT Handling SA - PMJ DEPT OR TITLE CONTACT SITA PHONE FAX E.MAIL ABCX Station Manager Will Gomez PMJKKXH MP smpmj@abcxairways.com mpservice@movistar.com.ve Supervisor / Duty Mgr Via AVPORT PMJKKXJ airservicepmj1@avport.com Dispatch Office Via AVPORT PMJKKXK airservicepmj2@avport.com Passenger Handling Via AVPORT PMJKKXL airservicepmj3@avport.com Ramp Handling Via AVPORT PMJKKXN airservicepmj4@avport.com Catering Gooding Catering Group N/A caterpmj@jcg.com Juan Garcia (Manager) MP Fuel Supplier DELTAVEN N/A avfuelpmj@deltaven.com Airport Authority H24 D.O. N/A aptopr@xiaac.com Engineering Go-For / P Thomas (Manager) N/A MP engpmj@gofor.com COMPANY FREQUENCY: / CALL SIGN: AVPORT PMJ FACILITIES ASU 1 HI LOADER 2 PALLET GROUP Y GPU 2 ENG ASST. Y TOILET SERVICE 1 STEPS 3 POTABLE WATER 1 UPLIFT CATERING Rotation DCS CHECKIN Y TOWBAR All types LANDING CARDS Y DEPT. CARDS N LOCAL TAXES DCS LOADSHEETS N DCS SYSTEM: SITA REMARKS REFRESHMENT FACILITIES: Airside restaurant in International Terminal. More catering outlets in Domestic Terminal GHA ERP Guideline /

15 Example Only - AIRPORT: PORLAMARQUES / PMJ - EMERGENCY RESPONSE CONTACTS Emergency Response Contacts Position / Agency Contact Name / Title Telephone Fax & SITA Location / Comments ABCX Airways - LHR HQ (Airline HQ) 24H Operations Duty Manager, Ops Duty Manager +44 (0) x MP odm@abcxairways.com +44(0) x ABCX Airways HQ, LHR, UK +44 (0) y Crisis Hotline Crisis Management Centre ABCX Airways HQ, LHR, UK CMC - Airports Desk +44 (0) z airportscmc@abcxairways.com +44(0) z Open about 1 to 2 hours after accident notification ABCX Airways - PORLAMARQUES Station (Airline Station - PMJ). Note - Apart from ABCX Airways Station Manager - the airline is entirely represented at PMJ by AVPORT Handling Reporting Person for Emergencies ABCX Airways PMJ Will Gomez ABCX Station Manager MP smpmj@abcxairways.com mpservice@movistar.com.ve ABCX Airlines Representative / Office Hours (24H via MP) Alternate Reporting Person AVPORT airservicepmj1@avport.com AVPORT H24 Operations AVPORT Handling (GHA rep ABCX) H24 Duty Manager MP Local Accident Control Centre ABCX Airways LACC laccabcx@avport.com AVPORT Dispatch Office ABCX Airways City / Town Office ABCX Country Manager MP abcxpmj@abcxairways.com Downtown office PMJ city Other airline contacts for PMJ etc. Other Crisis Contacts (PMJ & Surrounding Community) Air Traffic Control H24 ATC tower@airport.com Control Tower - Airside Airport / Local Police H24 Desk Officer police@airport.com Landside - next to terminal Airport Security H24 Duty Officer sec@airport.com Landside - next to terminal Airport Fire & Rescue H24 Watch Room rfs@airport.com Ramp area Airport Medical Centre H24 Medic on Duty amc@airport.com Terminal - check-in area Airport - EOC (Airport Crisis Centre) EOC / 5 eoc@airport.com ATC Conference Room Uninjured Crew Reception Centre - CRC (A) Airport VIP Lounge Airport Airside Uninjured PAX Reception Centre - SRC (A) Gates area Airport Airside Family, Relatives & Friends Reception Centre - Airport Landside FRRC Main landside restaurant / Arrivals Hall Reuniting Area - Airport RA (A) Airport Hotel Main Lounge GHA ERP Guideline /

16 Example Only - AIRPORT: PORLAMARQUES / PMJ - EMERGENCY RESPONSE CONTACTS - continued Emergency Response Contacts Position / Agency Contact Name / Title Telephone Fax & SITA Location / Comments Aircraft Engineering Support Airport based * IATP Support (Aircraft Recovery) Nearest IATP location =? Local PR Rep Airport Customs Arrivals Hall Airport Immigration Arrivals Hall Airport Health / Quarantine Terminal check-in area Airport In-flight Catering Company Airport Restaurant(s) Civil Aviation Authority Air Accident Investigation Authority Other Airline (OAL) # 1 Airline offices/main terminal Other Airline (OAL) # 2 Airline offices/main terminal Other Airline (OAL) # 3 Airline offices/main terminal Other GHA # 1 GHA offices/main terminal Other GHA # 2 GHA offices/main terminal Other GHA # 3 GHA offices/main terminal Hospital #1 City General Switchboard km from airport Hospital #2 Corazon Hospital Switchboard km from airport Mortuary / Undertaker #1 At airport Mortuary / Undertaker #2 8km from airport Hotel # 1 (for uninjured crew) Hotel Ouagadougou rooms / 8km from apt Hotel # 2 (for uninjured PAX) Hotel Santa Clara rooms / 15km from apt Hotel # 3 (for families / friends etc.) Hotel Obispo Luis rooms / 10km from apt * IATP = International Airlines Technical Pool / Nearest Aircraft Recovery Kit to PMJ located in Miami (MIA), USA GHA ERP Guideline /

17 Example Only - AIRPORT: PORLAMARQUES / PMJ - EMERGENCY RESPONSE CONTACTS - continued Emergency Response Contacts Position / Agency Contact Name / Title Telephone Fax & SITA Location / Comments Hotel # 4 ( backup hotel for families.) Hotel San Fernando rooms / 11km from apt Hotel # 5 (for airline GO Team) Hotel Ouagadougou rooms / 8km from apt Hotel # 6 (alternate (discrete) hotel for Hotel San Salvador rooms / 12km from apt any crew on normal layover at station) (Additional) Airlines at PMJ Air Charter Companies Banks & similar Disaster Victim Identification Agency Embassies & Consulates Heavy Lifting Machinery (Additional) Hospitals (Additional) Hotels Interpreters / Translators Legal Assistance (Lawyers) Local Government / Authorities Media (TV, Newspaper etc.) Mobile Phone / SIM Card Vendor(s) NGO Groups e.g. Red Cross / Crescent (Additional) Mortuaries Psychological Welfare / Support Religious Organisations Search & Rescue Agency (Private) Security Companies Social Services (UK - for HAC etc.) (24H) Supermarkets & Similar Transport (Taxi / bus / hire / rail etc.) etc. GHA ERP Guideline /

18 Section 3 AVPORT Handling - ERP - Station Checklists The following generic GHA ERP checklists (starts page 19) provide a template / guide for a typical (generic) station / airport (i.e. XIA - see note 4 on page 2 for further details). As such, certain references, abbreviations, terms etc. will need to be changed to match those which are in actual (real) use at your specific (real) airport - as required. This should be done as soon as possible to avoid any confusion later Contact and location information of facilities / persons etc. should also be inserted for real in the checklists - wherever you see an entry (in the checklists) such as / looking similar to e.g. Insert required information here xxxxxxx / yyyyyyy (NB: - same principle also applies to all other sections [i.e. not just the checklists section] of this guideline document, where similarly so annotated) It is clearly acknowledged here that most (if not all) station / airport GHAs will not have enough staff to assign one checklist to one person. Therefore, it will be necessary to assign 2 or more checklists to a single person as required e.g. the airside / airport checklists for CRC (A), SRC (A) and FRRC (separate response teams for each centre) can be completed by the same teams who will eventually complete the landside equivalent checklists at CRC (L), SRC (L) and FAC (as these same teams / staff will typically re-deploy to these latter locations [together with the persons that they are already caring for] when so cleared by the authorities ). All personnel assigned to checklists must be trained (initial & recurrent) & exercised (on-going) - & appropriate records maintained It is vital that AVPORT enlists the help of local airline / airport / other GHA / airport tenants and franchisees / voluntary group etc. manpower - who have the necessary knowledge and / or experience and / or commitment to assist with checklist tasks. Associated pre-familiarisation (via training & exercising) should be provided for this purpose. AVPORT should be prepared to return the favour Also consider establishing a mutual aid crisis response support system for use at XIA Contents (note - All checklist and log time entries etc. should be made in UTC / GMT) Checklist 1 Checklist 2 Checklist 3 Checklist 4 Checklist 5 Checklist 6 Checklist 7 Checklist 8 Checklist 9 First Person AVPORT Handling / other Airline Representative Crash Site Team - Aircraft Engineer Crash Site Team - Airports (Traffic / Ramp) Person Airport Information Desk Rep Uninjured Survivor (Crew) Reception Centre Airside (CRC [A]) Rep Uninjured Survivor (Passenger) Reception Centre Airside (SRC [A]) Rep Family, Relatives & Friends Reception Centre (FRRC) Rep Passenger Manifest Verification (PMV) GHA ERP Guideline /

19 AVPORT Handling - ERP - Station Checklists - continued Checklist 10 Checklist 11 Checklist 12 Checklist 13 Checklist 14 Checklist 15 Checklist 16 Checklist 17 Checklist 18 Hospital(s) Rep (also covers mortuary / undertaker reps as required) Uninjured Crew Reception Centre Landside (CRC [L]) Rep Uninjured Passenger Reception Centre Landside (SRC [L]) Rep Family (Humanitarian) Assistance Centre (FAC / HAC) Rep Airport s Emergency Operations Centre Rep Up-line Station(s) i.e. up-line to accident location Down-line Station(s) i.e. down-line to accident location Airline Station Nearest i.e. nearest airline station to accident location Dealing with the local Media Where required - prioritised checklist items are numbered in white font with a dark red background Unless stated otherwise, the following checklists are predicated on an aircraft accident occurring at or near the station / airport (XIA Airport) for which this plan is applicable - * where the latter is the arrival (destination) station * If this is not the case (e.g. where the accident occurs on departure OR during en-route OR diversion stages of flight) - then logic and common sense should be used in interpreting and adapting the checklists accordingly The first person (see checklist next page) can be assumed to be any of: o o Appropriately trained & exercised AVPORT Handling staff.or Other appropriately trained & exercised airline representative staff e.g. a supervisory agent; a mutual aid partner (airport; airline; other GHA) etc. Appropriate, associated training (initial and recurrent) and exercising (ongoing) shall be undertaken by all potential first persons in carrying out the first person checklist. Such training / exercising shall be conducted by AVPORT Handling Reminder: This guideline assumes that ABCX Airways (client airline of AVPORT Handling) has no direct airline representation at XIA Airport - and is, accordingly, represented totally at XIA by AVPORT - unless stated otherwise (e.g. after arrival at XIA of the ABCX Airways GO Team) All other AVPORT personnel potentially assignable to emergency response duties / checklists etc. shall undertake training (initial & recurrent) and exercising (ongoing) in their designated crisis response duties. This is an AVPORT Handling responsibility Any other staff (e.g. XIA airport based volunteers [including tenants and franchisees] forming e.g. an airport immediate care / humanitarian assistance team in conjunction with AVPORT staff) assigned to emergency response duties / checklists in support of AVPORT Handling shall be appropriately trained (initial & recurrent) and exercised (ongoing) in the duties for which they might be assigned. This may be an XIA responsibility, an AVPORT Handling responsibility - or a mix of the two Reminder - documented reports and records of all training and exercising as per above shall be maintained and retained (by the appropriate agency / agencies) for audit purposes GHA ERP Guideline /

20 CHECKLIST 1 - First appropriate AVPORT Person at Station to become aware of crisis Where the First Person is also the AVPORT Handling senior manager on duty / on call (or equivalent person e.g. the AVPORT manager assigned to manage the crisis for the first shift ) - then he / she must also complete Checklist 2 - at the same time (i.e. concurrently) as completing this checklist 1 Action? 1. Emergency Services, ATC etc. - Check aware of emergency & confirm details Insert Emergency Services and ATC telephone contacts here xxxxxxx 2. GHA Senior Manager on duty / on call - Notify latter immediately (as appropriate) Insert all telephone contacts here xxxxxxx 3. AVPORT s own (local / internal) Crisis Alerting / Notification plan - Activate immediately Insert information here (or cross refer) on how this alerting plan is to be activated 4. Airline s Operations (Control Centre) Duty Manager (ODM) - at ABCX Airways airline HQ Contact ODM immediately by telephone and provide as much of the following info as possible: Insert all ODM telephone & other contacts here xxxxxxx DATE & TIME OF ACCIDENT (GMT/UTC) FLIGHT NUMBER DEPARTURE / DESTINATION STATION(S) / AIRPORT(S) AIRCRAFT REGISTRATION AND TYPE LOCATION AND BRIEF DETAILS OF ACCIDENT CAPTAIN S NAME & NUMBER OF CREW ONBOARD (Flt Deck + Cabin Crew etc.) TOTAL NUMBER OF PASSENGERS ON BOARD DETAILS OF ANY DANGEROUS GOODS CARRIED EXTENT OF FATALITIES, INJURIES, DAMAGE etc. NB - notify ODM of your full contact details. Do not delay sending this message due lack of information (additional information can [and should] be provided later) 5. Report to office (if appropriate) immediately - but do not let this delay rest of checklist 6. Accident / Incident Message (Format at Appendix A at end of checklists) - Complete and send to ODM via attachment / FAX etc. Telephone ODM to confirm receipt 7. Organise (with departure station / wherever) for collection & securing of following for Passenger Manifest Verification (Reconciliation) task (all relating to accident flight): Ticket Coupons (if any) Boarding Card Stubs + Gate Reader print outs E-Ticket Passenger Summaries (Checked-in + Boarded + Flown) Checked-in + Boarded + Flown (Latest) Passenger Manifests Latest General Declaration / Crew List Last minute changes (LMC) + any Additions & Deletions (ADL) to any of above Onward (connecting) flight details Anything else of relevance (e.g. API; PNR; Frequent Flyer, Immigration info etc.) GHA ERP Guideline /

21 CHECKLIST 1 - First Person - continued 8. Organise (via departure station[s] / wherever) for accident flight s Departure Control System (DCS) information - to be frozen (spiked / locked-out / inhibited) i.e. access denied to all PAX & Load Control data, once all preliminary info has been printed off 9. Organise (with accident flight s departure station[s] / wherever) for accident flight s latest (Flown) Passenger Manifest, Crew List, Cargo Manifest, Load-sheet & Loading Message(s), * Dangerous Goods Docs etc. - to be collected & sent (copies) to ODM, yourself and any other down-line stations. Departure station(s) to telephone ODM, yourself & any other down-line stations to confirm receipt (* Re Dangerous Goods - see note at end of this checklist - NOW) 10. Local Security Support - Alert and request security attendance to safeguard relevant Airline, GHA or other Airline Representative property and personnel - if appropriate Insert local Security contacts here xxxxxxx 11. Airport Electronic Flight Information Display System (FIDS) - If applicable, contact Airport Operator / whoever - requesting that any airport originated flight information (also on airport internet / via airport call centre etc.) concerning Accident Flight is changed so as to read something similar to - Contact Airline or Contact Airport Information Desk etc. Insert relevant Airport (FIDS) contacts here xxxxxxx 12. Airport PA System - Ensure that any PA announcements made by the Airport Operator / whoever re the accident flight are worded appropriately, correctly and sensitively Insert relevant Airport (PA) contacts here xxxxxxx 13. Accident Log - Commence written (hard copy) log of events (template at Appendix B at end of checklists). Record all significant actions taken and information received 14. Hotel Rooms (and / or alternative types of accommodation) - block book an appropriate number of hotel rooms for potential use by: Uninjured passengers (Location A) Uninjured crew (Location B) Family, Relatives & Friends of Accident Victims (Location C) ABCX Airways GO Team (Location D) Third Parties directly supporting the ABCX Airways crisis response (Location E) ABCX normal layover crew (Location F) (not same as normal layover location) Miscellaneous (TBA) Note - B, D, E & F can be the same (hotel[s]) - as required / appropriate. Hotels A and C must be separate from each other and also from hotels B, D, E & F Delegate / seek assistance with this task if necessary. (A worst case scenario might require rooms or more. Room sharing should be anticipated where appropriate / necessary) Insert relevant Hotel contacts details here xxxxxxx GHA ERP Guideline /

22 CHECKLIST 1 - First Person - continued 15. Where appropriate - ensure (or take action to ensure) that accident site, passengers and crew, airline property (including accident aircraft) etc. - is / are / will be secured and guarded 16. Delegate - appropriate tasks above to colleagues as they become available to assist you 17. Remain in Office - until relieved by senior AVPORT Manager appointed to manage the crisis (first shift). Provide a full and appropriate handover briefing to the person(s) relieving you 18. Carry out other duties - when relieved from this checklist duty - and as assigned by an appropriate manager / supervisor / team leader etc. 19. Anything else as directed and / or as required by actual circumstances on the day End * Note: If Dangerous Goods had been carried in the accident aircraft, the additional following information is to be obtained & provided to the appropriate emergency services (wherever in the world that might be) as soon as possible: Proper shipping names UN Number Class Compatibility group for class 1 goods Subsidiary risk Quantity Location on board aircraft Brief, plain language description of Dangerous Goods More definitive information on any radioactive material carried The appropriate government authority / authorities (e.g. in State of Occurrence ) responsible for Dangerous Goods must also be advised without delay of the above information (ICAO requirement) GHA ERP Guideline /

23 CHECKLIST 2 - AVPORT Handling - Senior Manager on duty / on call or equivalent person Where the AVPORT Senior Manager on duty / on call (or equivalent person e.g. the AVPORT manager assigned to manage the crisis for the first shift) is also the First Person to become aware of the crisis - then he /she must also complete Checklist 1 at the same time (i.e. concurrently) as completing this checklist 2 Action? 1. AVPORT s own (local) internal Crisis Alerting / Notification / Callout plan - Activate immediately (if not already done by First Person ) Insert appropriate information here (or cross refer) on how this alerting plan is activated 2. ABCX Airways local City / Town Office (if any) - Notify and check that local Crisis Alerting and Activation Plan will be implemented by airline s local city / town office staff Insert airline s local City / Town Office contacts here xxxxxxx Note - if there is a local airline City / Town office, then the person in charge (generally an ABCX Airways commercial manager) might possibly have been trained to deal with crisis communications i.e. the media. If not, this role may temporarily fall to you (AVPORT) locally - in which case take instruction / guidance on how to deal with the media from the Crisis Communications Centre at ABCX Airways airline HQ WARNING - Do not interact with media in any way without this guidance. See also checklist LACC - Open up your (AVPORT) LACC - activating and co-ordinating all emergency responses from this location for the duration of the crisis - on behalf of ABCX Airways Insert LACC Location & Contacts here xxxxxxx Note - LACC should provide local Command, Control, Co-ordination & Communications; welfare (accident victims [incl. crew], friends & relatives, own staff etc.); log-keeping, resources / logistics; administration and IT / telecomms support functions - on behalf of the accident airline 4. AVPORT Crash Site Team (CST) - Assemble and brief your (two person) CST and review their checklist duties (see Checklists 3 and 4) with them. Decide on how best to use the CST in the given situation e.g. deploy to accident site immediately if permitted so to do 5. XIA Airport Operator s Emergency Operations Centre (EOC) Deploy an appropriately senior / experienced AVPORT person (but generally not the AVPORT manager leading the crisis response on behalf of the client airline) to XIA Airport s EOC (see also Checklist 14) Insert Airport s EOC Location & Contacts here xxxxxxx REMINDER - Airline s / GHA s LACC & Airport s EOC are different facilities at different locations with different functions i.e. THEY ARE NOT THE SAME FACILITY GHA ERP Guideline /

24 CHECKLIST 2 - AVPORT Senior Manager (managing the crisis) - continued 6. LACC Accident Log - Assign a person to maintain / continue maintaining the LACC log - or complete it yourself (see template at App B at end of this checklists section). (Reminder - log should have already been started by First Person?) 7. As soon as possible after the initial alarm (and within 30 minutes if possible) telephone the Operations Duty Manager (ODM) at airline HQ with a verbal update of the situation. (At this early stage, all communication to airline HQ will typically be via the ODM until the airline HQ Crisis Management Centre (CMC) opens - [i.e. for anywhere from 30 minutes to several hours - or even longer in extremis]). Insert all airline ODM contact details here xxxxxxx 8. Accident Flight s Crew List (General Declaration) - Request list of crew names from ODM. Verify with ODM any additions / deletions to list - e.g. perhaps as known only at the departure station(s) - such as last minute crew sickness / ramp crew changes etc. 9. Action Tasks - Based on local procedures & information received - activate / assign / delegate / review / oversee the following tasks - as appropriate: Deploy Crash Site Team to accident site. Consider passes & permits; documents to take (Passenger Manifest, Crew List and *Dangerous Goods documents etc.); specialist equipment; emergency bags or boxes; communications equipment; route and transport (via Rendezvous Point [RVP] & with escort to accident site? etc.) - see Checklists 3 and 4. (* Re Dangerous Goods - see note at end of this checklist - NOW - and then return here) Arrange for appropriate transport, equipment manpower etc. to be deployed to any Equipment Assembly Point / Staging Area / RVP e.g. buses, aircraft steps, ground power, tugs, portable lighting etc. Arrange for uninjured passenger & crew (separate) transportation from the accident site to the airside SRC (A) and CRC (A) respectively Passenger Manifest Verification - see Checklist 9 NOW - and start the PMV task (but ONLY if yours is a departure [up-line] station[s] of the accident flight OR if so directed) Deploy GHA / other Reps to Airport Information Desk(s) as appropriate? Checklist 5 Activation / Manning of CRC (A) + verify crew location & condition? Checklist 6 Activation / Manning of SRC (A) + verify PAX location & condition? Checklist 7 Activation / Manning of FRRC + check on MGFR collection process. Checklist 8 Activation / Manning of Hospital & Mortuary Team(s) - Checklists 10A and 10B Eventual Alerting & Activation / Manning of CRC (L), SRC (L) & FAC hotels and / or alternative accommodation - Checklists 11, 12 and 13 Note - All persons assigned to above tasks should have mobile phones & / or radios (ideally TETRA type) for comms (with batteries fully charged and a spare available if possible) plus the relevant checklists, crisis contact telephone directory, PRCs and FECs (or local equivalent forms), other appropriate documents, protective and / or high visibility clothing, equipment etc. (Much of the above should be issued as part of / accompanying the appropriate / relevant, preprepared Emergency Bags / Boxes - complete with Passenger Manifest copies, Crew List copies, Dangerous Goods info etc. - as appropriate to deployed location) Note - for information regarding re-uniting of accident victims with family, relatives and friends - see appropriate sections of checklists 7, 8 and 10A to 14 GHA ERP Guideline /

25 CHECKLIST 2 - AVPORT Senior Manager (managing the crisis) - continued 10. Note - this checklist item 10 is typically (but not always) applicable only to the departure (upline) station(s) of the accident flight. Delegate this task where appropriate. Also see checklist 9 NOW Start Passenger Manifest Verification / Reconciliation (PMV) task. As task progresses, liaise with Emergency Call Centre (ECC) desk at / via airline HQ CMC at regular intervals (e.g. every minutes) to advise them which names (as task progresses) remain unverified OR are unable to be verified. Continue until PMV task is completed Insert all CMC (ECC) desk contacts at airline HQ here - including and FAX xxxxxxx - Note that if CMC not yet activated, contact airline OCC (ODM) instead Hour / 7 Day Roster - plan with your deputy / whoever to create a 24 / 7 local roster to cover both normal and emergency operations. Plan for 12 hour shifts minimum 12. Reminder - Pass (& continue to pass) to airline HQ ODM and / or CMC - all relevant information as received at your LACC from local crisis action sites e.g. from accident site, SRC (A), CRC (A), FRRC, Reuniting Area, Airport Operator EOC, hospitals, mortuaries etc. - to include completed PRCs, FECs (or local equivalent forms) & related paperwork 13. Reminder - Communicate updated info locally - i.e. to other AVPORT staff, airline s city / town office, airport s emergency operations centre etc. - as appropriate 14. Where uninjured victims (passengers & crew) at airside (airport) reception centres are known or suspected of not having access to their passports / travel documents, baggage etc. - liaise closely and as often as necessary with CIQ / embassies & consulates etc. - in order to make appropriate arrangements to land the victims (i.e. release them to landside / into the country), collect their baggage (if possible) with minimum of red tape / bureaucracy etc. (Note - ICAO Annex 9, Chapter 8 requires that all States facilitate (make easy) this procedure - see App K to this guideline document for more information) 15. When public contact information for the airline s Emergency (telephone) Call Centre (ECC) has been provided to you by airline HQ - distribute (when so instructed) same locally via all appropriate types of media. Also provide directly to other interested parties as appropriate e.g. airport operator; government agencies; local emergency services; local FR etc. Note 1 - Airline s City / Town office (if there is one!) might undertake the above task if appropriate and as directed by airline HQ Note 2 - This checklist item assumes that the airline has its own ECC (either directly or as subcontracted to a commercial third party provider) and that no other ECC equivalent exists locally at or near your station / airport e.g. as possibly operated by airport operator, local Police etc. However, the operation of two (or more) emergency call centres responding to the same crisis is a real possibility. Whilst such a situation is most undesirable - it is a fact of life. Very careful coordination, liaison & information sharing between such call centres will obviously be essential. However, this is mainly an airline HQ problem GHA ERP Guideline /

26 CHECKLIST 2 - AVPORT Senior Manager (managing the crisis) - continued 16. Alert & activate any local company doctor(s) - & also check that airline HQ has activated any contracted medical assistance company e.g. International SOS / Medaire etc. 17. Advise / notify appropriate (local) embassies and / or consulates - as required 18. Arrange with Customs for any unloading & secure storage of cargo, baggage & mail + reuniting of passengers & crew with their baggage (as appropriate) 19. Make preparations for eventual arrival of ABCX Airways GO Team and any other external agencies (e.g. air accident investigators) Liaise with airline HQ CMC regarding the need for entry visas, airport security clearances, local authority permissions etc. Customs clearances will also be required for airline GO Kits and similar. Preparation to include all appropriate types of logistics and related matters e.g. transportation, communications, accommodation (office & sleeping), sustenance, security, health & safety, translation services, access to funds etc. Also plan to provide experienced liaison staff to meet, escort & facilitate GO Team on arrival and thereafter (Note - ICAO Annex 9, Chapter 8 requires that all States (countries) facilitate (make easy) this procedure - see App K to this guideline document for more information) 20. After arrival of GO Team - assign liaison person(s) to GO Team & distribute pre-prepared information packs. Work closely with appropriate GO Team managers to continue managing all aspects of the crisis in the most effective & efficient ways possible 21. Maintain normal operations - where possible and if appropriate 22 Anything else as directed and / or as required by actual circumstances on the day End * Note: If Dangerous Goods carried on accident aircraft, the additional following information is to be obtained & provided to appropriate, local emergency services (especially fire & rescue services) as soon as possible: Proper shipping names UN Number Class Compatibility group for class 1 goods Subsidiary risk Quantity Location on board aircraft Brief, plain language description of Dangerous Goods More definitive information on any radioactive material carried The appropriate government authority / authorities (e.g. in State / Country of Accident Occurrence) responsible for Dangerous Goods must also be similarly advised without delay (ICAO requirement) Reminder - an airline Station can typically be operated entirely by its own (directly employed) airline staff; by a directly employed airline Station Manager and airline representative (GHA) staff; or by airline representative (GHA) staff only. Whichever combination is in use, it is the responsibility of the senior airline employee or senior airline representative (GHA) person - to ensure that allocation of staff resources is such that checklists 1 and 2 above (plus any additional checklists as appropriate) are capable of being completed effectively, efficiently and expeditiously, during actual airline (aircraft) operations at the Station(s) (Airport[s]) involved GHA ERP Guideline /

27 CHECKLIST 3 - CRASH SITE TEAM - Aircraft Engineer Rep i.e. Station / Duty Aircraft Engineer / equivalent person - as available. (Forms one part of the 2 person airline representative s crash site team - CST - when joined by the [AVPORT provided] Airports / Traffic / Ramp / Rep [see checklist 4]) Action? 1. Station Aircraft Maintenance / Engineering Staff (if any). 1) Act as aircraft engineering CST rep. 2) Ensure local ENG office is manned (if available and manpower permitting) and establishes / maintains contact with airline HQ CMC - via AVPORT LACC. Insert all appropriate / related contact info here: xxxxxxx 2. Crash Site Team - Aircraft ENG CST rep to team up with Traffic / Ramp (airports) AVPORT CST rep & proceed together to accident site (firstly via AVPORT LACC for briefing) Take passes & permits; Emergency Bags / Boxes; crisis contacts telephone directories; checklists; required documents (e.g. crew & PAX lists; dangerous goods info etc.); communications equipment (phone / radio [TETRA?]); aircraft crash / cut here diagrams; protective clothing; small tool kit; sample bottles; torch etc. (Note: Obtain clearance & escort [e.g. from airport security / ops / ramp etc.] before deploying to accident site. Route will usually be via a designated Rendezvous Point [RVP] and / or Staging Area) Insert all appropriate / related contact information here: xxxxxxx 3. On arrival at Accident Site - Report to person in charge (find out how this person is identifiable beforehand & insert details here) & then establish direct communication with ENG office or AVPORT LACC 4. Carry Out Prime Objectives: NB: If appropriate / possible (and under the direction of the accident investigator in charge / similar authority - & if circumstances / time / safety so permits) Preserve life / make aircraft safe / assist Emergency Services e.g. shut off / down electrical power and engines; pull appropriate circuit breakers etc. Preservation of data, documents & technical / visual (photographic) evidence - including collecting oil & * fuel samples, locating / removing Flight Data Recorder(s) / Cockpit Voice Recorder(s) / Quick Access Recorders, in-flight TV recordings etc. Aircraft / Wreckage / Contents - preservation & security * Also liaise (with whoever) for source samples to be taken & safeguarded re any fuel uplifts loaded onto accident aircraft at the Station and / or for the previous 3 flights 5. ENG log - Maintain written record of events. (See Template at app B at end of checklists) 6. Situation Reports - Pass regularly to ENG office or AVPORT LACC by any means available 7. Aircraft / Wreckage - Removal / Recovery / Salvage - Make initial assessment of what may be required in the way of engineering & other personnel plus equipment resources - and pass to AVPORT LACC for onward transmission to airline HQ CMC /7 ENG Roster - Create to cover both Emergency and normal Engineering operations 9. Air Accident Investigation Team - Assist latter (aircraft engineering-wise) in any and all ways possible 10. Anything else as directed and / or as required by actual circumstances on the day End GHA ERP Guideline /

28 CHECKLIST 4 - CRASH SITE TEAM - Airports / Traffic / Ramp Rep to be provided by AVPORT / other appropriate Airline Representative) (Forms one part of the 2 person airline representative s crash site team - CST - when joined by the Aircraft / Engineering Rep [see checklist 3]) Action? 1. Briefing - Report to AVPORT LACC for briefing and meet-up with your CST Aircraft Engineer partner (as available) - Insert all appropriate / related contact info here: xxxxxxx 2. Proceed together to Accident Site (Note: Obtain clearance & escort [e.g. from airport security / ops / ramp etc.] before deploying to accident site. Route will usually be via a designated Rendezvous Point [RVP] and / or Staging Area) Take passes / permits, checklist, crisis contacts directory, copies of Passenger Manifest, Gen-Dec / Crew List, Dangerous Goods docs, PRCs & FECs (or local equivalent forms), communications equipment (e.g. TETRA?) + spare (fully charged) batteries, pens, paper, clipboard, torch, protective / hi-visibility clothing etc. Take Airports CST emergency bag / box - (should already contain much of the above) On arrival at Accident Site - Report to person in overall local charge (find out how this person is identifiable beforehand & insert info here xxxxxxx) and offer all assistance & liaison on behalf of (i.e. as representing) the accident airline Deliver passenger manifest, crew list, dangerous goods etc. documents to person in charge (Also advise estimated fuel on board accident aircraft - if / as known) Insert Airport / Security / Police / RVP contact (+ RVP etc. locations) details here xxxxxxx 3. Establish direct comms with AVPORT LACC & provide regular situation reports / updates 4. Check (with LACC) that Ground equipment (e.g. steps, ground power, tug & tow-bar etc.) and transportation (e.g. buses) are being deployed - as requested / required 5. Locate Uninjured Crew - and (when their immediate emergency duties are complete) arrange (via LACC) for them to be transported ASAP to airport CRC (A) or equivalent facility. (Such crew should be transported separately from uninjured passengers if possible) 6. Try to ascertain location (crash site, hospital, mortuary, not known) and status (dead, injured, missing / not known) of remaining crew 7. Locate Uninjured Passengers and arrange (via LACC) for them to be transported ASAP to airport SRC (A) or equivalent facility. (Note 1 - Such Passengers should be transported separately from uninjured crew if possible. Note 2 - CRC (A) & SRC (A) should be located in separate locations if possible) 8. Try to ascertain location (crash site, hospital, mortuary, not known) and status (dead, injured, missing / not known) of remaining passengers 9. Maintain a log of events - Either written and/or by use of a long recording Dictaphone Particularly keep the most accurate account possible of the disposal of victims from the site, e.g. How Many? What Condition? When, How and Where were they transported (especially if to hospitals and / or mortuaries)? (See appendix B to this checklist for template of log sheet). Note particularly details of any uninjured survivors accompanying the injured in ambulances / ambulance helicopters (and the dead in hearses) etc. 10. Anything else as directed and / or as required by actual circumstances on the day End GHA ERP Guideline /

29 CHECKLIST 5 - Airport Information Desk(s) - located landside at appropriate Airport Terminal[s] This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] deployed to the Airport Info Desk[s] - during a major aircraft accident type response at or near to XIA Airport Note - at some airports, it is possible that the Airport Information Desk (if there is one?) might also be used as both the MGFR collection point and / or as a very basic FRRC. If so, also see / refer to Checklist 8 Action? 1. Briefing - Report to the AVPORT LACC for briefing Insert LACC location & contacts here xxxxxxx 2. Proceed to briefed Airport Information Desk - Take passes / permits, checklist, crisis contacts telephone directory, copies of Passenger Manifest, Crew List, FECS (or local equivalent form), communications equipment (telephone, radio etc. [TETRA?] + spare battery / charging equipment), pens and paper etc. * Most of these items (and more) should already be in the pre-prepared Airport Information Desk Emergency Bag / Box Location / Contacts - Airport Information Desk xxxxxxx * Except for PAX Manifest, Crew List etc. - which will obviously not be available until the day of the crisis 3. Establish direct communication with LACC and provide regular information updates 4. Render all Assistance to Airport Operator / similar staff (who may be manning / operating the desk with you) and to any Public assembling at this location - in particular, redirect (or arrange for escort) enquirers (i.e. potential MGFR having an apparently genuine, personal relationship / interest in those on board the accident flight) to the FRRC and / or any other MGFR collection point 5. Maintain a written record (log) of events (See template at appendix B to these checklists) 6. Anything else as directed and / or as required by actual circumstances on the day End Where the airport does not have an Airport Information Desk(s), suitable alternative arrangements should have been put in place by the Airport Operator for segregating genuine MGFR from other persons - & then moving them on to the FRRC / equivalent facility without delay If the latter has not been implemented - then it will be necessary to lobby with the local Airport Operator accordingly (e.g. via local Airline Operators Committee [AOC]) - for this matter to be addressed satisfactorily (as a matter of urgency) GHA ERP Guideline /

30 CHECKLIST 6 - (Uninjured Survivor) Crew Reception Centre - Airside - CRC (A) This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] deployed in support of the CRC (A) - during a major aircraft accident type response at or near to XIA Airport Action? 1. Briefing - Report to LACC for briefing. Insert LACC location & contacts here xxxxxxx 2. Written Log - Maintain log of events (see appendix B template at end of these checklists) 3. Proceed to CRC (A) - Report to person in charge (Find out how this person is identifiable beforehand & insert details here xxxxxxx). Act as senior airline representative at CRC (A) Take passes / permits, communication equipment & CRC (A) Emergency Bag / Box * Ensure copies of Crew List, sufficient PRCs (or equivalent local forms) + ** SRC (A) info cards have been included in the emergency bag / box. (* Note 1 - Take both CRC (A) and CRC (L) Emergency Bags / Boxes with you - as you are likely to eventually re-deploy with the uninjured crew survivors from the airside CRC (A) to the landside CRC (L) hotel/wherever. ** Note 2 - The same SRC (A) info cards are used at both SRC (A) and CRC (A)) Insert Location / Contacts for CRC (A) here xxxxxxx & yyyyyyy 4. Establish direct communication with LACC - Provide regular situation reports / updates 5. a. Uninjured Crew - Receive & identify uninjured crew. Provide any required humanitarian, welfare etc. assistance possible / available e.g. information, refreshments, replacement clothing etc. (no alcohol). b. Missing Crew - Try to find out (from uninjured crew present at CRC [A]) the whereabouts & status of any missing crew members. c. Statements - Remind crew not to make statements / comment to anyone without clearance from airline CMC (unless appropriate, authorised authorities require such statements [e.g. Police; air accident investigation agency etc.]). d. Medical examination & interviews - (e.g. for latter with Police, air accident investigators etc.) might be required for flight-crew (see checklist item 7 below & try to arrange legal assistance where appropriate) 6. Passenger Record Card (PRC) - Complete a PRC form (or local equivalent) for each crew member present. Forward to LACC ASAP (for onward transmission to airline HQ CMC). Provide PRC copies to e.g. police, airport operator, local authorities - as required (NB: PRC form is used for both PAX & crew) (Keep xx copies for use by you and your team) 7. Religious / Counselling / Welfare / Legal / Medical etc. Services - Provide/arrange as required / available (assisted by e.g. LACC / Airport Operator / Parent Airline / Whoever etc.) 8. Ask uninjured crew to inform you ASAP of any contacts they make / take (e.g. with MGFR; other family etc.) themselves (e.g. by use of any personal / CRC (A) provided comms devices) 9. Transport - when cleared to do so, arrange (via LACC / whoever) to transport uninjured crew to CRC (L) Hotel. Accompany crew. (Crew to remove all overt signs of uniform OR change into civilian clothes - if possible. Use a discrete exit / departure route from airport if possible. If accident occurred at / close to crew s home base, advise crew that it is inadvisable to go home at this point due potential adverse media interest at such locations. Take advice from LACC as required. Associated, local FR (of crew) can be brought to the CRC (L) where necessary 10. CRC (L) - Proceed to CRC (L) Hotel / Facility. Brief / utilise any other responders already pre-positioned there. Monitor welfare of uninjured crew, ensuring that they are not disturbed and receive proper rest, refreshment, security, information & humanitarian assistance / welfare - until eventual arrival of ABCX Airways GO Team (See Checklist 11) End GHA ERP Guideline /

31 CHECKLIST 7 - (Uninjured Survivor) Passenger Reception Centre - Airside - SRC (A) This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] deployed in support of the SRC (A) - during a major aircraft accident type response at or near to XIA Airport Action? 1. Briefing - Report to LACC for briefing. Insert LACC location & contacts here xxxxxxx 2. Written Log - Maintain log of events (see appendix B template at end of these checklists) 3. Proceed to SRC (A) - Report to person in charge (find out how this person is identifiable beforehand & insert info here). Act as senior airline representative at SRC (A) Take passes / permits, communication equipment & SRC (A) Emergency Bag / Box * Ensure copies of latest available Passenger List + sufficient PRCs (or equivalent local forms) + SRC (A) info cards have been included in the bag. (* Note - When deploying to SRC (A) take both the SRC (A) and SRC (L) Emergency Bags / Boxes with you, as you are likely to eventually re-deploy with the uninjured passenger survivors from the airport airside SRC (A) to the landside SRC (L) [hotel / wherever]) NB: Insert Location / Contacts for SRC (A) here xxxxxxx & yyyyyyy 4. Establish direct communication with LACC - Provide regular situation reports / updates 5. ** Ensure appropriate system in place at SRC (A) (i.e. before uninjured PAX arrive) for segregating unprocessed, uninjured passengers from those that have been so processed 6. Uninjured PAX arriving at SRC (A) - Receive PAX & distribute SRC (A) Info Cards. Provide all and any humanitarian / welfare aid required / available e.g. access to communications, refreshments, emergency supplies of blankets, towels, clothing, footwear, airline amenity kits, baby food / diapers etc. Arrange for minor first aid to be provided if necessary 7. Identification of Uninjured Passengers at SRC (A) - Using latest passenger list available - identify each uninjured passenger present and tick off the associated name on that list (thus identifying each as an uninjured survivor at SRC [A] ) *** Once completed (all uninjured passengers in SRC [A] accounted for) send completed PAX list (make xx copies for own use first) ASAP to LACC (to be sent on in turn to CMC at airline HQ). Also provide copies to airport police, immigration, airport operator etc. - as appropriate 8. Passenger Record Card (PRC) - Complete one PRC (or local equivalent form) for each uninjured passenger present at SRC (A) (regardless e.g. of family groups etc.) *** Forward completed PRCs (make xx copies for own use first) ASAP to LACC (to be sent on in turn to CMC at airline HQ). Provide copies to airport police, immigration, airport operator etc. - as appropriate ** Such a system should identify & separate those processed in the SRC (A) - from those still waiting to be processed e.g. use of wrist bands; stickers; badges; physical separation (e.g. barriers; different rooms) etc. *** To improve effectiveness, efficiency & expediency here, forward to LACC the current list of completed (ticked) names on the PAX list (as per checklist item 7 above) e.g. around every 15 minutes - until all uninjured PAX present in SRC (A) are accounted for. Likewise for checklist item 8 above but now concerning completed PRCs GHA ERP Guideline /

32 CHECKLIST NUMBER 7 - SRC (A) - continued 9. Ask uninjured passengers if they know the whereabouts and status of any passengers - as might be known to them - BUT who are not present at the SRC (A) 10. Ask uninjured PAX to inform you ASAP of any contacts they might make / take (e.g. with MGFR; other family etc.) themselves (e.g. by use of any personal / SRC (A) provided comms devices) 11. Keep Uninjured Passengers advised of arrangements being made for them (For example, eventual transportation to SRC (L) hotel OR to local homes OR that the airline will be making arrangements for onwards / return flights etc. Also explain that every effort will be made to match and reunite them with their associated MGFR and / or any missing travelling companions etc. - as soon as possible [if possible]. Remember that uninjured survivors with mobile / smart phones etc. might well have already contacted their MGFR [and others]. In such circumstances, the associated physical reuniting at the earliest possible opportunity is vital) 12. Religious / Counselling / Welfare / Legal / Medical etc. Services - Provide as required / available (with assistance of LACC / Airport Operator / Parent Airline / Local Authorities etc.) 13. Immediate Airport Reunions - Assist (as directed by the appropriate authority / whoever) with any immediate airport reunions possible (i.e. between the uninjured survivors present & their family, relatives & friends etc. [including any travelling companions and any MGFR]) 14. Transport - when cleared to do so, arrange (via LACC / Airport Operator / whoever) to transport appropriate, uninjured passengers to the SRC (L). Accompany Uninjured Passengers to SRC (L) Note 1 - in certain circumstances uninjured passengers may prefer (instead of going to SRC [L]) to go directly to their local homes; complete their original journey; return to airport of origin etc. - if applicable and appropriate. The airline / airline representative will try to assist with these options as appropriate. Ensure that a PRC has been completed for all such uninjured passengers and that reliable onward contact information has been provided Note 2 - uninjured passengers might be required (e.g. by the Airport and / or local Health Authorities etc.) to undergo a quick vital signs type medical check prior to release from SRC (A). Persons refusing might be required to complete a suitable indemnity form 15. **** SRC (L) - On arrival SRC (L) Hotel / equivalent - meet and brief any other staff / responders already pre-positioned there. Continue to monitor welfare of any uninjured passengers, ensuring that they are ***** not unduly disturbed and receive proper rest, refreshment, security, humanitarian, financial and other welfare support - until eventual arrival of the ABCX Airways GO Team. (See Checklist 12) 16. Double-check (with LACC) that all completed PRCs (or copies thereof) have been sent on / forwarded to airline HQ CMC End **** Note: Uninjured PAX typically go to SRC (L) at own discretion. They may leave this facility at any time. Should they so leave, ensure that appropriate and accurate contact info has been obtained ***** Especially by the media - unless they (uninjured passenger[s]) clearly wish otherwise GHA ERP Guideline /

33 CHECKLIST 8 - Family, Relatives & Friends Reception Centre - at Airport (FRRC) This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] deployed in support of the FRRC) - during a major aircraft accident type response at or near to XIA Airport Action? 1. Briefing - Report to LACC for briefing. Insert LACC location & contacts here xxxxxxx 2. Written Log - Maintain log of events (see appendix B template at end of these checklists) 3. Proceed to FRRC - Report to person in charge (find out how this person is identifiable beforehand & insert info here). Act as senior airline representative at FRRC Take passes / permits, communication equipment & FRRC Emergency Bag / Box * Ensure copies of latest available Passenger List, Crew List + sufficient FECs (or equivalent local forms) + FRRC info cards have been included in the bag. (* Note - When deploying to FRRC take both the FRRC and FAC / HAC Emergency Bags / Boxes with you, as you are likely to eventually re-deploy with the MGFR from the airport landside FRRC to the landside FAC / HAC [hotel / wherever]) NB: Insert Location / Contacts of / for FRRC here xxxxxxx & yyyyyyy 4. Establish direct communication with LACC - Provide regular situation reports / updates 5. Airport Public Address (PA) System Announcements - If not already done, arrange for airport PA announcements to be made - requesting potentially involved MGFR (at airport) to proceed to the appropriate Airport Information Desk and / or the FRRC and / or to wherever. The announcement should be appropriately worded, brief and sensitive e.g. "Persons waiting for the (insert scheduled local time of arrival) arrival of flight xxxx from should please proceed to yyyy for further information. Thank you" Insert Contacts for Airport PA controller here xxxxxxx 6. ** Ensure appropriate system in place at FRRC (i.e. before MGFR arrive) for segregating unprocessed MGFR from those that have been so processed. 7. MGFR arriving at FRRC - Receive MGFR & distribute FRRC Info Cards. Ensure MGFR are as well looked after as is practicable / possible in the circumstances (e.g. provide refreshments; account for requirements of any children / infants present; facilitate access to comms facilities as available etc.). Note - Arrange for removal (via Police / Security etc.) from FRRC of anyone who should not be there e.g. non-involved MGFR; the Media etc. 8. Meeters & Greeters / Friends & Relatives Briefing(s) - Brief MGFR re the accident situation so far (but only to the extent so authorised by those in charge ) and that updates will be provided as and when possible. (See also this checklist, item 10 - NOW) 9. Family, Relatives & Friends Enquiry Card (FEC) - Complete one FEC (or equivalent local form) only with each enquiring single person MGFR / each group of MGFR. Note 1 - Where a connected MGFR group (e.g. from a single family) are involved, only 1 nominated person from that group should formally provide the required FEC info. Note 2 - When a MGFR / MGFR group provides info for more than one (potentially associated victim) [e.g. a family group or tour party or sports team etc. travelling together]), then separate FECs must be completed for each potential person in each such group. Note 3 - Arrange for rapid delivery of completed FECs (e.g. in batches of around 15 to 20) to LACC, for forwarding to CMC at airline HQ. Provide a copy to each of police, immigration, airport operator etc. Keep yy copies for you / your FRRC team ** This system should effectively identify / separate those processed in the FRRC - from those still waiting to be so processed e.g. use of wrist bands; stickers; badges; physical separation (e.g. barriers; different rooms) etc. GHA ERP Guideline /

34 CHECKLIST 8 - FRRC - continued 10. Ask MGFR to inform you immediately of any contacts they might make / take (e.g. with associated accident victims) themselves (e.g. by use of any personal / FRRC provided comms devices etc.) 11. Release of sensitive info to MGFR - Liaise with LACC, police, local authorities, faith representatives, whoever - regarding release of info to MGFR re the status and location of associated accident victims. (Special procedures should be in place re advising MGFR [next of kin; closest relative etc.] of fatalities, e.g. via local Police, Medical Examiner, Faith representative etc.) 12. Religious / Counselling / Welfare / Legal / Medical etc. Services - Provide as required / available (with assistance of LACC / Airport Operator / Parent Airline / Local Authorities / Faith Organisations etc.) 13. Notification to MGFR of any Reuniting Arrangements - In conjunction with Airport Operator, Police, LACC etc. - arrange notification to MGFR of any reuniting arrangements being made for them with associated FR from the accident flight Bear in mind that survivors with mobile / smart phones etc. might have already contacted their associated MGFR. In such circumstances early reunion is most important - but do take advice from LACC, police, airport operator etc. on how this is to be accomplished / managed 14. Immediate Airport Reunions - Assist (where so directed by an appropriate authority or otherwise at own discretion) with any immediate / short term airport reunions, between appropriate FR (typically being MGFR) & their associated uninjured survivors 15. Family / Humanitarian Assistance Centre (Hotel / Wherever) - Once the FAC / HAC is ready, request transportation for those MGFR who wish to go there. Do this via LACC / Airport Operator / Police etc. Accompany MGFR to the FAC / HAC It may be that MGFR may prefer to go directly to their homes. If so, make sure that FECs are completed for all such persons / groups - taking particular care to ensure that reliable MGFR onward contact information has been provided. Also ensure that all such MGFR are provided with contact details for the airline s emergency telephone / contact centre (as available / applicable) - and / or an appropriate, reliable airline / airline representative contact number 16. *** FAC / HAC - Proceed to FAC / HAC hotel / wherever and meet any other staff already pre-positioned there. Continue to monitor welfare of MGFR, ensuring that they are not disturbed (especially by the media - unless any specific MGFR wishes otherwise) and receive proper rest, refreshment, security and all humanitarian / welfare support, until arrival of the ABCX Airways GO Team. See Checklist Double check with LACC that all completed FECs have been passed on to airline HQ CMC End *** Note 2: MGFR go to FRRC & FAC / HAC at their own discretion. They may leave either facility at any time. Should they so leave, ensure that associated FEC(s) have been completed and relevant contact info obtained GHA ERP Guideline /

35 CHECKLIST 9 - Passenger Manifest Verification / Reconciliation / Confirmation - PMV This checklist is targeted for completion within 90 minutes or sooner of initial crisis notification to accident flight s station(s) of last departure - and / or other appropriate station / location State here (by title[s]) who will potentially be assigned to oversee and/ or carry out this checklist IMPORTANT - read the PMV important notes (page 37) before starting the checklist i.e. NOW Action? 1 Contact the person responsible for managing the Departure Control System for ABCX Airways at your station (airport) (insert title & contact details here xxxxxxx / yyyyyyy) and instruct him / her to prepare to lock out / spike / freeze (i.e. deny access) all accident flight related DCS information - when so instructed (by yourself / other appropriate person) (Describe here (one or two short sentences only) the process for how this is to be done - & state (primary & backup persons by title) who is to carry it out - xxxxxxxx) 2 Print-off 2 x final / flown (i.e. the most accurate & latest available) Passenger Manifests / Lists - (in alphabetical order - surname (last name) first, if possible) Note: such passenger manifests / lists may be provided in various formats e.g. ranging from E- ticket reports to handwritten documents - depending on the agencies / systems involved 3 Ask another member of staff / whoever to print off a further 10 x final / flown passenger manifest / lists as follows: 5 in alphabetical order (surname (last name) first if possible) 3 in seat number order (if available / possible) 2 in boarding sequence (security) number order (if available / possible) 4 Arrange with reservations / ticket desk agent / whoever (insert contact details here - xxxxxxx) to print off 5 x copies of the final / latest booked passenger manifest / list from the computer reservation system (CRS [GDS]) in use for ABCX Airways - and then to lock out / spike / freeze / inhibit the accident flight s records within that CRS / GDS 5 Also ask person in 4 above to check for any 3 rd party passengers on the flight e.g. codeshare / alliance passengers. * If any, direct that he / she takes immediate action to obtain an accurate & current booked / flown / final manifest(s) / similar for all such passengers (e.g. from own records; from the 3 rd party or from 3 rd party s company representative[s]) & that such 3 rd party manifest(s) be clearly labelled as belonging to the 3 rd party(s) (* Seek assistance with this task from all & any appropriate persons - as necessary) 6 Retrieve all pulled paper coupons (tickets) for the accident flight (if any) - and print-off 2 x copies of the checked-in passenger manifest (if available) 7 Retrieve all pulled boarding cards stubs and / or gate reader records for accident flight 8 Instruct DCS person to lock-out / spike / freeze / inhibit accident flight s details in DCS 9 Make arrangements to obtain (ASAP) all other available information which might assist with the PMV task (e.g. Loyalty Scheme records; APIS information; Immigration records etc.) GHA ERP Guideline /

36 10 (If not already there) - proceed immediately to the ABCX Airways LACC (Local Accident Control Centre) or other appropriate quiet location - taking all appropriate documentation /paperwork with you. Start the passenger manifest verification process (insert LACC / other details (location and contacts) here - xxxxxxx) 11 Alphabetically sort ticket coupons & boarding card stubs (by last name / family name etc.) 12 Transfer names from the final / flown (most current and accurate) passenger manifest / list available to you - to the Manifest Reconciliation Sheet - in groups of 10 (see next page) 13 Using the Manifest Reconciliation Sheet complete the following actions for each name within each group of 10 - as appropriate (Pay particular attention to name spellings to ensure that correct person is checked): 1) Try to locate the appropriate name on the checked-in passenger manifest & (if there) tick the associated checked-in column box - indicating that the name was checked-in for the flight 2) Try to locate the pulled ticket coupon for the same name & (if there) tick the associated coupon column box. If there is no coupon for the name because an E-ticket was issued, write E Ticket in the coupon column 3) Try to locate the boarding card stub / gate reader record for the same name & (if there) tick the associated boarding card column box. If an E Ticket had been used as a boarding card, write E Ticket in the boarding card column 4) Try to locate the same name on the Reservations System PNR / PNL lists and (if there) tick the associated RES System (PNR / PNL) column box 5) Try to locate the same name on any other corroborating information available e.g. Loyalty Scheme records; APIS information etc. - and (if there) tick the associated other column box and also specify the information source 14 Using info from 13 above - use experience, logic & common sense to decide if each name is to be considered verified or not. If in doubt consider the name to be unverified 15 When the 10 names within each group have been verified or otherwise - forward a copy of that specific Manifest Reconciliation Sheet to the Controller - LACC who shall, in turn, pass on the details, by fax, etc. to the CMC Airports Desk at airline HQ (insert here all contact details for the CMC Airports Desk at airline HQ - xxxxxxx) 16 Repeat procedure detailed above (items 13 to 15) until all names on the flight have been verified or otherwise (Note - each time that the Manifest Reconciliation Sheet is passed to Controller - LACC with a new batch of 10 names added - ensure that a suitable system is used to clearly indicate to all concerned which are the 10 new names. Ensure that the number sequence on each sheet is logically correct e.g. sheet 2 = names 11-20; sheet 3 = names etc. 17 As soon as the above has been finished for all passenger names, deliver all the completed paperwork, coupons, boarding cards etc. to the Controller - LACC END GHA ERP Guideline /

37 Passenger Manifest Verification (PMV) / Reconciliation Form Sheet 1 (EXAMPLE) Flight No: From: To: STD (GMT): A/C Type / No of Seats: PAX No Surname (Last Name) First Name(s) M/F/C/I Boarding Sequence No. Seat No. Tick or cross when cross-checked against below records Checked-in Coupon Boarding Card RES System (PNR/PNL) Other (Specify e.g. APIS; Frequent Flyer etc.) Verified? EXAMPLE ONLY 1 Samuels Peter M A E-ticket Frequent Flyer YES 2 Smith A / Mr (NFD) M B YES 3 Smith M / Mrs (NFD) F C x x? 4 Thomason Charlotte F E APIS YES 5 Thomason John M x 22F x x x NO? NFD = No further details available RETURN ALL COMPLETED FORMS (i.e. 10 names at a time) TO LOCAL AIRLINE LACC IMMEDIATELY - for onward transmission to airline HQ Crisis Management Centre GHA ERP Guideline /

38 PMV - Important Notes: You will generally only need to carry out the PMV procedure if yours is the departure station(s) for the accident flight. (Note 1 - If more than one up-line departure station is involved [e.g. a multi-sector flight such as airports A to B to C etc.] - each airport will / may need to carry out its particular part of the overall PMV task. This latter should be carefully co-ordinated & overseen centrally by appropriate airports [ground ops] department staff at airline HQ. Note 2 - for passenger airlines operating ticketless operations - the PMV is typically actioned centrally at airline HQ itself - as most corroborating [usually electronic ] data will already be available there. Data not held centrally will generally [but not always] be capable of being obtained very quickly - provided the associated processes / procedures are already in place) If the accident airline operates a frequent flyer (loyalty scheme) system, obtain (from wherever) the accident flight s associated records and use them as a corroborating / info tool in the PMV process If API (Advance Passenger Information) security related data has been collected for the accident flight, obtain (from wherever) such data and use them as a corroborating / info tool in the PMV process Obtain and use any other forms / records / info available to assist in the PMV process e.g. immigration records, reservation system records (Passenger Name Records etc.), ticket desk bookings, travel shop / agent bookings etc. Ensure that any addition/deletion (ADL) & last minute changes (LMC) type information concerning all persons on board the accident flight has been collected / accounted for when conducting the verification process. Human error is the danger here as any actual additions, deletions or other changes may not have been recorded (almost certainly inadvertently). Accordingly, it will be necessary to personally contact all appropriate persons involved with the complete check-in and boarding process for the accident flight to confirm that all actual additions, deletions or other changes (if any) were correctly accounted for in the required manner. This must include positioning crew and engineers and any other duty travellers who may have been seated on cockpit or cabin jump seats IMPORTANT Do not wait until all names on the passenger manifest have been checked before forwarding the required information on to airline HQ - instead, forward as the verification process (typically e.g. for groups of 10 names at a time) progresses Also verify of the accident flight s operating crew by requesting the Operations Duty Manager (ODM) at airline HQ to complete this task in conjunction with the airline s Crewing section and the accident flight s departure station(s). Request that ODM passes the result of the crew verification check both to you (the person in overall charge of the PMV process) and also to the CMC at airline HQ If PMV is not complete within minutes of starting, someone from airline HQ CMC should make contact with the person in charge of the PMV process / whoever to enquire about progress and to offer any advice / assistance By law and for flight operations into or over United States of America territory - the verified passenger list (if such exists) must be made available to appropriate US authorities within 3 hours of accident notification to the accident airline. The same applies within European Union countries (law for EU carriers and best practice for others) - excepting that the time limit is within 2 hours of accident notification to the airline For more information on the PMV process in general - see appendix D (page 102) of this document GHA ERP Guideline /

39 CHECKLIST 10 - Hospital Teams This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] deployed in support of involved hospitals - during a major aircraft accident type response at or near to XIA Airport Action? 1. Briefing - Report to LACC for briefing. Obtain information as to which hospitals injured victims have / might have been taken. (Note 1 - Some Uninjured survivors (victims) might have accompanied associated injured survivors to hospitals. Note 2 - Some MGFR might also be present at hospitals). Insert LACC location & contacts here xxxxxxx 2. Written Log - Maintain log of events (see appendix B template at end of these checklists) 3. Latest Passenger List & Crew List - Obtain copies if available, but do not let this delay proceeding to your assigned hospital (you can get them later) 4. Proceed to Assigned Hospital(s) - Remember to take with you passes / permits / IDs, communications equipment and the Hospital Emergency Bags / Boxes (1 per each hospital). Ensure that Hospital Emergency Bags / Boxes contain sufficient copies of both PRCs and FECs (or local equivalent forms) - the latter (FECs)in case there are MGFR at the hospital who might have information on victims not yet identified 5. On Arrival at Assigned Hospital - Report to Reception / Person in Charge etc. Identify yourself as a representative of the accident airline and request that you be able to: Identify any injured accident victims (Crew; PAX; Ground Victims) at that hospital Determine condition of injured i.e. life threatening or non-life threatening injuries (Note - these are the terms that the airline will use, even if the hospital uses different terms) Provide appropriate (non-medical) humanitarian / welfare etc. type support to any injured victims - together with any accompanying uninjured victims & MGFR 6. * Contact LACC & provide regular information updates. (Double check that LACC has alerted / activated any local company doctor(s) - and / or any contracted medical assistance company e.g. International SOS / Medaire etc.) 7. Request identities / details of any deceased victims (who died at / en route to the Hospital) 8. * Circumstances permitting - complete PRCs for injured victims. Where possible (e.g. conscious patients with minor injuries) complete PRCs face to face. Otherwise, try to complete PRCs using any corroborating information available (e.g. associated passports; ID Cards; driving licences and similar. Any accompanying [non-injured] victims present might also be able to assist in this task. Same goes for any MGFR present) 9. * As per checklist item 8. Above - do likewise for any deceased victims at the hospital 10. * Complete PRCs for any uninjured victims present at the hospital 11. * Complete FECs for any MGFR at the hospital 12. Offer services of the SRC (L) to any uninjured victims present at the hospital 13. Offer services of the FAC / HAC to any MGFR present at the hospital * Send all completed / partially completed PRCs ASAP to LACC [for onward transmission to airline HQ CMC]. Also provide copies of any such PRCs & FECs to any appropriate authorities [at the hospital] - as required GHA ERP Guideline /

40 Checklist 10 - Hospital Teams - continued 14. Inform LACC of any self-made reunions at the hospital between victims (injured and / or uninjured) and their associated MGFR / any other family, relatives & friends (FR) present. Also inform any appropriate authorities present at the hospital 15. Ascertain immediate needs of hospitalised victims and arrange to meet them insofar as is possible / practicable (e.g. toiletries, clothing, money, hospital bill payment, religious / faith support, counselling, information, communications etc. Refer all financial matters to LACC for onward transmission to airline HQ CMC) 16. Visit assigned hospital(s) at least twice a day, or as permitted by Hospital (continue to satisfy the needs of hospitalised victims - insofar as is appropriate / possible / practicable) 17. Manage (or assist with) reunions planned to take place at the Hospital(s) - if so permitted 18. Assist in Notifying Deaths (i.e. where directed and / or otherwise permitted by local law, custom, culture etc.) - assist Police (and / or other authorities as appropriate) in notifying deaths of other accident flight victims (i.e. not hospitalised) - to their associated hospitalised accident victims - the latter being relevant Next of Kin (closest relative etc.) or equivalent - of the deceased person(s) 19. Keep hospitalised survivors informed of progress made on their behalf - such as travel plans (including medical evacuation), lost belongings recovery, enquiries from FR etc. 20. Maintain contact with the LACC - e.g. to receive updates on items of information to be passed on (in turn) to hospitalised victims 21. Ensure reliable onward contact information is obtained (& passed to LACC) for persons (victims and / or MGFR) discharged from / leaving the hospital(s). Also ensure that all such persons are provided with appropriate & reliable 24H airline contact information 22. If applicable - brief & then hand over to the accident airline s Humanitarian Assistance Team (part of ABCX Airways GO Team) upon their eventual arrival at the hospital(s) End IMPORTANT NOTE 1 It is possible that the above checklist will not be able to be carried out at hospitals in certain countries - as applicable privacy & data protection laws mean that accident airline reps might be denied access to 1) injured victims and their personal info - together with 2) other (uninjured) victims and / or MGFR / FR who might also be present at hospital(s). This is will particularly so in many developed countries - and will need to be managed accordingly by airline / GHA etc. on the day. However, a developing trend is emerging (as at 2018) whereby such issues are practically not being permitted to unduly get in the way of and / or delay (on a humanitarian basis) what needs to be done IMPORTANT NOTE 2 GHAs (acting as airline representative) may also be required to visit non-hospital based mortuaries and / or other locations (e.g. funeral directors / undertakers) where bodies of deceased victims may be stored - for the same purpose as documented in checklist 10 / item 9 (see previous page) In / at certain countries / locations / facilities etc. the dead might be stored in a manner which most people will find appalling / inhumane / absolutely unacceptable etc. This is typically possible in some (if not most) least developed countries and also in some developing countries. It is unlikely to occur in developed countries Airlines and airline representatives should be fully prepared for such situation where local circumstances indicate that the likelihood of same happening is assessed as medium to high GHA ERP Guideline /

41 Deliberately Blank GHA ERP Guideline /

42 CHECKLIST 11 - Crew (Uninjured Survivor) Reception Centre Landside - CRC (L) This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] + appropriate (ideally trained and exercised) hotel staff - both being deployed in support of CRC (L) ops- during a major aircraft accident type response at or near to XIA Airport. It is assumed that the CRC (L) will be located in an appropriate hotel (this might not be so in reality). It is also assumed that AVPORT staff deployed initially to the CRC (A) will be required to eventually redeploy to CRC (L) - together with the accident flight s uninjured crew for whom they are responsible Note - Uninjured Crew (same applies to uninjured passengers) will typically not be permitted to leave the secure holding facilities (CRC [A] and SRC [A] respectively - and to which they were typically first taken after leaving the accident scene) until the appropriate security authorities so permit. This might take some considerable time Action? 1. Written Log - Maintain log of events (see appendix B template at end of these checklists) 2. Continue work at CRC (A) until LACC advises CRC (L) is ready to receive uninjured crew 3. CRC (L) - Pre-arrange (via LACC) for CRC (L) hotel staff / whoever, to facilitate arrival of uninjured crew insofar as is possible (e.g. pre-advise hotel of names / numbers of crew to be accommodated; pre-allocation of rooms; rapid check-in & per diem issue; etc.) 4. Relocate to CRC (L) as directed - (i.e. escort uninjured crew from CRC [A] to CRC [L]. Take all necessary equipment + CRC (L) Emergency Bag / Box, Crew List copies, completed PRC copies and everything else appropriate) Insert Location / Contacts for CRC (L) here - xxxxxxx & yyyyyyy 5. On arrival CRC (L) establish Comms with LACC. Continue to report significant matters 6. At CRC (L) - monitor check-in process etc. + arrange for other (immediate to shorter term) requirements to be addressed (e.g. provision of communications, food & beverage, enhanced security etc.) Also set-up an AVPORT / airline representative CRC [L] office 7. Humanitarian, Welfare, Religious etc. support - Continue to provide and / or arrange 8. Regular briefings for Uninjured Crew - Hold in suitable and private area of CRC (L) 9. Crew Fatalities - It might be that uninjured crew are aware of other crew fatalities. Take advice from LACC on how such situation should be managed (especially if next of kin/closest relative etc. of deceased crew are also [will also be] accommodated in CRC [L] facility) 10. Take all & any action required to provide additional accommodation for associated FR of uninjured crew - requiring to be co-located with latter at CRC (L). (Consider room sharing [where so required] in order to achieve this) 11. Facilitate Reunions (as required) - Between uninjured crew and associated FR etc. 12. (Where directed e.g. by Police) assist in notifying confirmed deaths of accident flight s crew - to any associated next of kin / closest relative / equivalent person located at CRC (L) 13. (Where directed e.g. by Police; Medical Examiner; DVI agency) Collect & forward (to LACC / wherever) ante-mortem info provided by associated FR located at CRC (L) 14. Assist with appropriate Support (including Financial Support where necessary and as cleared by LACC) - for any FR (of accident flight s crew) also accommodated at CRC (L) 15. Make appropriate preparations for eventual arrival of / handover to Airline GO Team - at CRC (L), as applicable (e.g. arrange briefings, detailed hand-over of responsibilities etc.) End GHA ERP Guideline /

43 CHECKLIST 12 - Passenger (Uninjured Survivor) Reception Centre - Landside - SRC (L) This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] + appropriate (ideally trained and exercised) hotel staff - both being deployed in support of SRC (L) ops- during a major aircraft accident type response at or near to XIA Airport. It is assumed that the SRC (L) will be located in an appropriate hotel(s) (this might not be so in reality). It is also assumed that AVPORT staff deployed initially to the SRC (A) will be required to eventually redeploy to SRC (L) - together with the uninjured PAX for whom they are responsible. (Reminder - Uninjured PAX (and uninjured crew also) will typically not be permitted to leave the secure holding facilities (SRC [A] and (CRC [A] respectively - and to which they were typically first taken after leaving the accident scene) until the appropriate security authorities so permit. This might take some considerable time Action? 1. Written Log - Maintain log of events (see appendix B template at end of these checklists) 2. Continue work at SRC (A) until LACC advises SRC (L) is ready to receive uninjured PAX 3. SRC (L) - Pre-arrange (via LACC) for SRC (L) staff / whoever, to facilitate arrival of uninjured PAX (e.g. pre-advise hotel of names / numbers of PAX; pre-allocation of rooms; rapid check-in; issue of cash disbursements; room-sharing in appropriate circumstances etc.) 4. Relocate to SRC (L) as directed - (i.e. escort uninjured PAX from SRC [A] to SRC [L]. Take all necessary equipment + SRC (L) Emergency Bag / Box, PAX List copies, completed PRC copies etc.) Insert Location / Contacts for SRC (L) here - xxxxxxx & yyyyyyy 5. Establish Comms with LACC. Continue to report significant matters 6. List (with full contact info included) uninjured PAX electing not to go to (or remain at) SRC (L) - (together with reasons / intentions etc.) Pass list to LACC ASAP. (Ensure PRCs completed for all such persons & that they are provided with contact details for the airline s emergency telephone call centre - and / or reliable and appropriate airline/airline rep contact info) 7. At SRC (L) - monitor check-in process etc. + arrange for other (immediate to shorter term) requirements to be addressed (e.g. access to communications, food & beverage, enhanced security etc.) Also set-up an AVPORT / airline representative SRC (L) office / desk 8. Humanitarian, Welfare, Religious etc. support - Continue to provide and / or arrange 9. PAX Fatalities - Follow LACC advice re managing a situation where (some) uninjured PAX might already know of other PAX fatalities. (especially if next of kin / closest relative etc. of such deceased PAX are also [will also eventually be] accommodated in the SRC [L] facility) 10. Regular Uninjured PAX briefings - Hold in suitable and private area of SRC (L) 11. Take all & any action required to provide additional accommodation and support for associated FR of uninjured PAX - requiring to be co-located with latter at SRC (L). (Consider room sharing [where so required] in order to achieve this) 12. (Where directed e.g. by Police) assist in notifying confirmed deaths of accident flight PAX - to (associated next of kin/closest relative/equivalent person) uninjured PAX located at SRC (L) 13. Facilitate Reunions - with associated FR etc. - as directed by LACC / other authority. Note - some missing accident victims could feasibly be associated with some uninjured PAX at the SRC (A). If so, offer optional transfer to the FAC / HAC facility for latter persons) 14. (Where directed e.g. by Police; Medical Examiner; DVI agency) Collect & forward (to LACC / wherever) ante-mortem info provided by uninjured PAX located at SRC (L) 15. Ensure reliable onward contact information is obtained (& forwarded to LACC) for any uninjured PAX leaving the SRC (L) longer term. Ensure that all such persons have been provided with appropriate & reliable 24H airline contact information 16. Make appropriate preparations for eventual arrival of / handover to Airline GO Team - at SRC (L), as applicable (e.g. arrange briefings, detailed hand-over of responsibilities etc.) End GHA ERP Guideline /

44 CHECKLIST 13 - Family Assistance Centre - FAC (Humanitarian Assistance Centre [HAC]) This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] + appropriate (ideally trained and exercised) hotel staff - both being deployed in support of FAC / HAC ops- during a major aircraft accident type response at or near to XIA Airport. It is assumed that the FAC / HAC will be located in an appropriate hotel(s) (this might not be so in reality). It is also assumed that AVPORT staff deployed initially to the FRRC will be required to eventually redeploy to the FAC / HAC - together with the MGFR for whom they are responsible Action? 1. Written Log - Maintain log of events (see appendix B template at end of these checklists) 2. FRRC - Continue assisting at FRRC until LACC advises FAC / HAC is ready to receive MGFR 3. FAC Hotel / Facility - Pre-arrange (via LACC) for FAC / HAC staff / whoever, to facilitate arrival of MGFR (e.g. pre-advise hotel of names / numbers; pre-allocate rooms; rapid check-in; issue of cash disbursements; room-sharing in appropriate circumstances etc.) 4. Relocate to FAC / HAC as directed - (i.e. escort MGFR from FRRC to FAC / HAC. Take all necessary equipment + FAC / HAC Emergency Bag / Box, PAX & Crew List copies, completed FEC copies etc.) Insert Location / Contacts for FAC / HAC here - xxxxxxx & yyyyyyy 5. Establish Comms with LACC. Continue to report significant matters 6. List (with full contact info included) MGFR electing not to go to (or remain at) FAC / HAC - (together with reasons / intentions etc.) Pass list to LACC ASAP. (Ensure FECs completed for all such MGFR + that they are provided with contact details for the airline s emergency telephone call centre - and / or reliable and appropriate airline / airline rep contact information) 7. At FAC / HAC - monitor check-in process etc. + any other appropriate matters - as required (e.g. access to communications, food & beverage, enhanced security etc.) 8. Continue completing and processing / distributing FECs - as required 9. Humanitarian, Welfare, Religious & other support - Continue to provide and / or arrange 10. Set up & arrange appropriate manning & support for a Joint Family Support Operations Centre (JFSOC) within / near to the FAC / HAC (take direction from LACC on this). (Note -if setup of a JFSOC is not applicable / required / advisable - set-up and operate an AVPORT / airline rep FAC / HAC office desk instead) 11. Regular MGFR briefings - Hold in suitable and private area of FAC / HAC 12. Assist with Financial Support - for MGFR (as required & until airline can take over this task) 13. (Where directed by appropriate authority e.g. Police etc.) Assist in notifying confirmed deaths of accident flight victims - to (associated next of kin/closest relative/equivalent person) MGFR located at / attending the FAC / HAC 14. Facilitate Reunions (where possible / practicable) - with associated accident victims, as directed by LACC and / or other appropriate authority. (Reunions typically take place at any of CRC (L); SRC (L); hospital(s) or mortuary / mortuaries i.e. not at the FAC / HAC facility itself) 15. (Where directed by appropriate authority e.g. Police; Medical Examiner; DVI agency etc.) Collect & forward (to LACC / wherever) ante-mortem info provided by MGFR located at / attending the FAC / HAC 16. Ensure reliable onward contact information is obtained (& forwarded to LACC) for any MGFR leaving the FAC / HAC longer term. Also ensure that all such persons have been provided with appropriate & reliable 24H contact information for the airline / airline rep 17. Arrange for arrival of airline GO Team - at FAC, if applicable. Arrange briefing & handover of responsibilities for MGFR to GO Team - as appropriate End GHA ERP Guideline /

45 CHECKLIST 14 Airport Operator s Emergency Operations Centre - EOC This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] deployed in support of the airports EOC - during a major aircraft accident type response at or near to XIA Airport Action? 1. Briefing - Report to the LACC for briefing Insert LACC location & contacts here xxxxxxx 2. Written Log - Maintain log of events (see appendix B template at end of these checklists) 3. Airport Operator s EOC - Proceed to EOC & report to the person in charge. Take passes / permits; checklist; crisis contacts telephone directory; latest accident flight s PAX & crew list copies, dangerous goods details, cargo details, estimated fuel on board; mobile phone and / or radio (Tetra?) with spare batteries / charging equipment etc. i.e. take the EOC Emergency Bag / Box with you Insert Location / Contacts for Airport Operator EOC here xxxxxxx / yyyyyyy 4. Establish Communications with LACC - Continue to report significant matters *5. Act as Airline Liaison Representative at EOC 6. When / if presence in EOC is no longer required, request LACC for reassignment of crisis related duties End IMPORTANT: *Re checklist 14 / item 5 above, the accident airport will be expecting vital info / inputs / co-operation from the accident airline rep present at the EOC. To get some idea of what this might involve, see (separate document in this Guidelines series - Airport Emergency Plan Volume 2B - Checklists). You will find this latter document on the webpage found at the end of this link. When it opens, scroll down until you find the document named in the above paragraph. Click on the appropriate link to open the document. Refer to Sub-Section 3J (for accident airline checklists) and 3K (for the equivalent GHA / Local Airline Rep checklists) Note 1 - The airport operator s emergency operations centre (EOC) (or equivalent title as used at your own particular airport) is NOT the same thing as the airline s / handling agents / airline representative s local accident control centre (LACC) for the same airport. The two are different facilities, at different XIA locations - with different functions Note 2 - It is recommended that the airline s station manager / most senior airline representative does NOT deploy to the EOC as per above - but sends an appropriately senior / experienced person in his / her place. This is because the station manager s / senior airline rep s primary place of duty is always at the airline s local LACC. (For similar reasons the station manager / senior airline rep should also NOT be the traffic / ramp etc. person to deploy as part of the Crash Site Team [see checklist No 4]) Note 3 - the airport operator (or other, appropriate authority e.g. police) is generally responsible for any airport based process for matching & reuniting accident victims with associated family, relatives & friends (including any meeters & greeters type FR [MGFR] as appropriate) - with the accident airline / airline representative and others contributing to the process. It is of vital importance to the accident airline that this process is addressed and accomplished in the most effective, efficient, expeditious & sensitive manner possible - and the airline rep in the airport s EOC should monitor that this is so - passing on any problem areas of concern back to Controller LACC for resolution (Note - the off-airport reuniting process is generally an airline responsibility - shared with others e.g. Police) GHA ERP Guideline /

46 CHECKLIST 15 - Potentially involved station(s) / airports - geographically previous to accident location Note 1 - This checklist relates geographically to involved origin / departure / up-line Airport(s) of an accident flight i.e. in circumstances where the accident occurs after the aircraft s departure from the local area of its single, origin / departure airport (single sector flight e.g. airport A to airport B) OR after departure from multiple origin / departure airports (multi-sector flights [typically using same flight number] e.g. airport A to airport B to airport C) This checklist is for AVPORT - in circumstances where it is the ABCX Airway s (accident airline s) contracted ground handler at any of such origin / departure / up-line station[s] / airport[s]) as described above Note 2 - If accident occurs at the destination / arrival / downline airport at which ABCX Airways HQ (including its OCC) is located - the requirements of the below checklist must be adjusted accordingly to account for this Action? 1. If you think that you are the first AVPORT staff member to become aware of emergency situation, take appropriate & immediate action as per below. Also start & maintain a written log (record) of events by time (see appendix B template following these checklists) 2. If you are not the AVPORT senior person on duty / on call - then alert such person (of the crisis) immediately. Hand over responsibility for completion of this checklist to that person ASAP. (This checklist now continues on the assumption that the handover has been done. Where this is not so, the first person is to continue this checklist until the appropriate, senior AVPORT person has taken over). Insert appropriate contact information here xxxxxxx 3. Ensure relevant emergency services are aware of crisis situation & are responding / will respond (Note - only do this if you have reasonable cause to believe that the accident flight s next [arrival / downline] station[s] / airport[s] is / are unable [for whatever reason] to do this. [Quickest way to check latter is to telephone the next destination etc. directly & enquire]). Insert here details of how to find the appropriate contact information xxxxxxx 4. Where appropriate (see note to checklist item 3 further above) notify ABCX Airways OCC (at airline HQ) of the crisis situation. Insert OCC contacts here xxxxxxx 5. Initiate your AVPORT internal / local crisis alerting (callout) & activation plan 6. Activate your AVPORT LACC facility at your station / airport / equivalent office location 7. Notify accident airline s local Country / Area / Regional / Town office staff (as applicable) - Insert appropriate contact information here xxxxxxx 8. As appropriate (see note to checklist item 3 further above) complete & send accident message (format at appendix A following these checklists) to OCC at ABCX Airways HQ 9. Organise (as applicable to your station / airport) for rapid collection & securing of following (all relating to accident flight) - for eventual Passenger List Verification (Reconciliation) task: Ticket Coupons Boarding Card Stubs / Gate Reader print outs E-Ticket Passenger Summaries (Checked / Boarded / Flown) Checked / Boarded / Flown (Latest) Passenger List Latest General Declaration / Crew List Last minute changes (LMC) + Additions & Deletions (ADL) re any of above Onward / connecting flight details and similar Anything else relevant e.g. API; PNR; frequent flier info; immigration records etc. GHA ERP Guideline /

47 CHECKLIST NUMBER 15 - continued 10. Organise (as applicable to your station / airport) for accident flight s Departure Control System (DCS) information - to be frozen /spiked /inhibited /locked-down i.e. access to all PAX & Load Control data denied, except for specifically authorised use 11. Organise (as applicable to your station / airport) for details of accident flight s latest (Flown) PAX List, Crew List (GD), Cargo Manifest etc., Load-sheet / Loading Message(s), *Dangerous Goods Docs etc. - to be collected and safeguarded. Send ASAP ( ; FAX etc.) to ABCX Airways OCC at airline HQ + also to all appropriate down-line stations / airports from you. Telephone airline OCC and each such down-line station(s) to confirm safe receipt of same. (* Re Dangerous Goods - see note at end of this checklist - NOW) 12. Where appropriate for your station / airport (or as directed by accident airline) - initiate Passenger List Verification (PMV) procedure immediately (see Checklist Number 9) 13. Collect and safeguard all other appropriate documentation etc. related to the accident flight which is available at / relevant to your station / airport e.g. Operational Flight Plan, ATC Flight Plan, NOTAM brief, Meteorological brief, Tech Log sheet(s), Refuelling record(s) & fuel samples, De-icing records etc. Send copies ( ; FAX etc.) to ABCX Airways OCC at airline HQ - when time / workload so permits 14. Organise / arrange (with the appropriate arrival / destination / downline station[s]; airline HQ etc.) for their completed PRC copies to be forwarded (via ; FAX etc.) to you without delay (e.g. in batches of around 20 [as they are completed by station / received by airline HQ]) 15. Set up & operate (or prepare to set up and operate as per actual circumstances on the day ) a local Family, Relatives & Friends Reception Centre. (See also Checklist 8 & appropriate [FRRC] parts of this document s Section 4 Glossary ). Note 1 - FRRC will typically be located at your Airport - BUT might possibly be at some other, appropriate location instead. All involved (including those based off-airport) are to be alerted and requested to carry out their SOPs for set up, manning and operation of the airport or local (off-airport) equivalent facility FRRC. Note 2 - Send your completed FEC copies (via ; FAX etc.) to appropriate arrival / destination / downline station[s]; airline HQ etc. Do this e.g. in batches of around 20 (as they are completed) 16. Set up & operate (or prepare to set up and operate as per actual circumstances on the day ) a local Family / Humanitarian Assistance Centre. (See also Checklist 13 & appropriate [FAC / HAC] parts of this document s Section 4 Glossary ). Note 1 - FAC / HAC will typically be located at an appropriate off-airport facility. All involved (including those based off-airport) are to be alerted & requested to carry out SOPs for set up, manning & operation of the FAC / HAC. Note 2 - Send any further completed FEC copies (via ; FAX etc.) to appropriate arrival / destination / downline station[s]; airline HQ etc. Do this e.g. in batches of around 20 (as they are completed) 17. Review checklists 1 to 14 and 16 to 18. Carry out (delegating / seeking assistance where necessary) any and all actions in these other checklists, which might also be relevant to the particular crisis situation at your own station / airport End * Note: If Dangerous Goods carried on board accident aircraft, the additional, following information (related to such dangerous goods specifically) is to be obtained & forwarded to the appropriate emergency services (wherever in the world they might be) without delay: Proper shipping names / UN Number / Class / Compatibility group for Class 1 goods / Subsidiary risk / Quantity / Location on board aircraft / Brief, plain language description of Dangerous Goods / More definitive information on any radioactive material carried. The appropriate government authority (i.e. in State [Country] where Accident Occurred) responsible for Dangerous Goods must also be advised without delay of the above information (ICAO requirement) GHA ERP Guideline /

48 CHECKLIST 16 - Potentially involved station(s) / airports - geographically after accident location Note 1 - This checklist relates geographically to involved destination / arrival / down-line Airport(s) of an accident flight i.e. where the accident occurs before the aircraft s arrival in the local area of its next destination / arrival airport (single sector flight e.g. airport A to airport B) OR before arrival in the local area of any destination / arrival airport(s) further down-line (multi-sector flights [typically using same flight number] e.g. airport A to airport B to airport C) This checklist is for AVPORT - in circumstances where it is the ABCX Airway s (accident airline s) contracted ground handler at such destination / arrival / down-line station[s] / airport[s]) Note 2 - If accident occurs at the origin / departure / up-line station and/or airport at which ABCX Airways HQ (including its OCC) is located - the requirements of the below checklist must be adjusted accordingly to account for this Action? 1. If you think that you are the first AVPORT staff member to become aware of emergency situation, take appropriate & immediate action as per below. Also start & maintain a written log (record) of events by time (see appendix B template following these checklists) 2. If you are not the AVPORT senior person on duty / on call - then alert such person (of the crisis) immediately. Hand over responsibility for completion of this checklist to that person ASAP. (This checklist now continues on the assumption that the handover has been done. Where this is not so, the first person is to continue this checklist until the appropriate, senior AVPORT person has taken over). Insert appropriate contact information here xxxxxxx 3. Ensure relevant emergency services aware of crisis situation & responding / will respond (Note - only do this if you have reasonable cause to believe that the accident flight s previous [departure / upline] station[s] / airport[s] is / are unable [for whatever reason] to do this. [Quickest way to check latter is to telephone the previous destination etc. directly & enquire]). Insert here details of how to find the appropriate contact information xxxxxxx 4. Where appropriate (see note to checklist item 3 further above) notify ABCX Airways OCC (at airline HQ) of the crisis situation. Insert OCC contacts here xxxxxxx 5. Initiate your AVPORT internal / local crisis alerting (callout) & activation plan 6. Activate your AVPORT LACC facility at your station / airport / equivalent office location 7. Notify accident airline s local Country / Area / Regional / Town office staff (as applicable) - Insert appropriate contact information here xxxxxxx 8. As appropriate (see note to checklist item 3 further above) complete & send accident message (format at appendix A following these checklists) to OCC at ABCX Airways HQ 9. Organise (as available at your station / airport) for accident flight s Departure Control System (DCS) information - to be frozen /spiked /inhibited /locked-down i.e. access to all PAX & Load Control data denied, except for specifically authorised use 10. Organise / arrange (with the appropriate origin / departure / upline station[s] etc.) for accident flight s latest (Flown) PAX List, Crew List (GD), Cargo Manifest etc., Load-sheet / Loading Message(s) - to be sent (via ; FAX etc.) to you ASAP. Telephone appropriate source station(s) to confirm receipt. Insert appropriate contact information here xxxxxxx GHA ERP Guideline /

49 CHECKLIST NUMBER 16 - continued 11. Organise / arrange (with the appropriate origin / departure / upline station[s]; airline HQ etc.) for their completed PRC copies to be forwarded (via ; FAX etc.) to you without delay (e.g. in batches of around 20 [as they are completed by station / received by airline HQ etc.]) 12. Set up & operate (or prepare to set up and operate as per actual circumstances on the day ) a local Family, Relatives & Friends Reception Centre. (See also Checklist 8 & appropriate [FRRC] parts of this document s Section 4 Glossary ) Note 1 - FRRC will typically be located at your Airport - BUT might possibly be at some other, appropriate location instead. All involved (including those based off-airport) are to be alerted and requested to carry out their SOPs for set up, manning and operation of the airport or local (offairport) equivalent facility FRRC Note 2 - Send your completed FEC copies (via ; FAX etc.) to appropriate origin / departure / upline station[s]; airline HQ etc. Do this e.g. in batches of around 20 (as they are completed) 13. Set up & operate (or prepare to set up and operate as per actual circumstances on the day ) a local Family / Humanitarian Assistance Centre. (See also Checklist 13 & appropriate [FAC / HAC] parts of this document s Section 4 Glossary ) Note 1 - FAC / HAC will typically be located at an appropriate off-airport facility. All involved (including those based off-airport) are to be alerted and requested to carry out SOPs for set up, manning and operation of the FAC / HAC Note 2 - Send any further completed FEC copies (via ; FAX etc.) to appropriate origin / departure / upline station[s]; airline HQ etc. Do this e.g. in batches of around 20 (as they are completed) 14. Review checklists 1 to 14 and 16 to 18. Carry out (delegating / seeking assistance where necessary) any and all actions in these other checklists, which might also be relevant to the particular crisis situation at your own station / airport End GHA ERP Guideline /

50 CHECKLIST 17 - ABCX Airways (Station) Airport Nearest to Accident Location This checklist is for AVPORT - in circumstances where latter is ABCX Airway s (accident airline s) contracted ground handler at ABCX Airways (station) airport nearest to the accident location Action? 1. Assist accident airline (ABCX Airways) in all possible ways to implement the various operational and emergency requirements required by accident location / circumstances etc. For example (this list is far from exhaustive - please expand it where required): Selection of a suitable GO Team Airport Nearest the accident location (note that this might need to be a military / government / private etc. airport - and will thus be subject to gaining appropriate operating approvals & clearances) Assistance with various clearances and approvals required (over-flight, landing, security, diplomatic, military etc.) for GO Aircraft (GO Team / Kit) to be able to deploy to GO Team Airport Nearest - as appropriate Assistance with providing handling and other manpower support at GO Team Airport Nearest + any en route staging airports etc. - as appropriate Assistance in providing appropriate local transportation at wherever Interpreting (& arranging interpretation) when appropriate Deploying AVPORT manpower to GO Team Airport Nearest - if so directed by airline General troubleshooting, facilitating & fixing of problems etc. 2. If your Station / Airport is also up-line or down-line from the incident flight s location, review Checklists 15 & 16 and use these to guide your actions in accordance with actual circumstances on the day 3. Maintain a record (log) of all occurrences (see appendix B template following these checklists) End Notes 1. (Station) Airport Nearest and GO Team Airport Nearest may not be the same airport (see Glossary for associated definitions - starts page 57) 2. (Station) Airport Nearest may be the accident flight s up-line (origin / departure) or down-line (arrival / destination) station or may be none of these 3. This checklist is only expected to be activated for an off-airport accident (i.e. the word airport as used here referring to ABCX Airways on-line airports) occurring at some * considerable distance from the nearest on-line airport served by the airline * As considerable distance (as used here) is deliberately a rather vague term - the local ABCX Airways Station Manager / GHA (Airline Representative) of (Station) airport nearest is to use common sense & logic in deciding whether to implement this checklist prior to any direction coming from the ABCX Airways itself GHA ERP Guideline /

51 CHECKLIST NUMBER 18 - Dealing with the Media This checklist is for action by AVPORT [and / or other appropriate Airline Representative staff] deployed anywhere in support of a major aircraft accident type response involving ABCX Airways Action? 1. In general, all AVPORT staff should avoid situations where they might be forced to talk to the media. Particularly avoid being door-stepped (i.e. where a number of media gather round (circle) and confront you with demands for information; statements etc. This can most easily happen e.g. when walking from car to office - and vice versa. It can also happen at your home!) 2. Before being forced into the action described in 3 below, make every effort to contact and take direction / instruction on dealing with the media - from 1) appropriate airline HQ management (i.e. typically from Corporate Communications and / or Public Relations) 2) the appropriate (airline) Country Manager etc. (if there is one?) or 3) (exceptionally and as a last resort) the local PR Agency engaged by the airline (if there is one?) Follow any instructions given by the airline exactly & provide regular feedback on local media situation, until such time as the airline GO Team arrives at / near to your location 3. If extreme circumstances force AVPORT to deal with the media and it has not been possible to take direction / instruction as per 2 above, (for whatever reason), the most appropriate AVPORT senior manager available might wish to use / adapt the following script for guidance - unless and until briefed otherwise by appropriate airline management (NB: no one other than this senior manager should speak to the media except as described further below): Please contact the airline for formal comment on this matter However, what I can say is that it is standard airline procedure to activate its Crisis Management Centre immediately at times such as this. This Centre is expected to widely publish contact information as soon as possible, specifically for media use Obviously our first priority here locally is to look after the well-being of all those involved - both passengers & crew - together with any associated families, relatives & friends - insofar as we are able to. Our thoughts at this moment are with all who might be involved. Thank you.. (Reminder - DO NOT TAKE ANY QUESTIONS) For all other staff similarly confronted by the media, simply state something like I am unable to comment on this matter. Please wait for formal comment from the airline involved (IMPORTANT - Never use the term no comment ) 4. Be prepared to read out press releases/statements to the media in the local language(s) - as supplied and when so directed by the airline 5. On arrival of airline GO Team, a senior and appropriately experienced AVPORT manager should be assigned to assist the ABCX Airways Crisis Communications sub-team (part of GO Team) in all matters related to dealing with the media locally End GHA ERP Guideline /

52 Deliberately Blank GHA ERP Guideline /

53 Appendix A to GHA ERP Guideline Air Accident Notification Message - ICAO Format Aircraft Type / Model & Registration Names of Aircraft s Owner, Operator and Hirer Name, address & telephone number of Pilot in Command Date and time (GMT/UTC) of accident Last point of departure & next point of intended landing of the aircraft involved Accident position in relation to some easily defined geographical location (also provide latitude and longitude and / or appropriate map grid reference if possible) Number of crew (& similar) on board & numbers killed and / or seriously injured Number of passengers on board & numbers killed and / or seriously injured GHA ERP Guideline /

54 Number of ground victims killed and / or seriously injured as a result of the accident Brief circumstances of the accident - as far as is known Brief Description of Accident Site Notes: IF the airline s Operations Control Centre s Duty Manager (ODM) or Flight Safety Department etc. - HAS NOT ALREADY DONE SO - then a responsible person from AVPORT should: Initially telephone as much as possible of the accident message to the relevant * Air Accident Investigation Authority on + ****************** TEL * Note: For ABCX Airways accidents occurring at or near the station / airport where it (the airline) is entirely represented by AVPORT (the contracted GHA) - then it is highly likely that the GHA will need to transmit the accident message (see above) to the Air Accident Investigation Authority in the country (State) where the accident occurred. Accordingly, full 24H contact information for this latter Authority must be maintained by the GHA. In such circumstances, the GHA is to advise the airline s ODM that the message has been passed and exactly what information was provided Provide the relevant Air Accident Investigation Authority with the details of the person sending the accident message - together with reliable 24H contact information Follow up as soon as possible with a written FAX + ** **** **** or SITA ******* or *****@*******.** of the completed accident message Do not delay transmission of either message above if some of the information required is not available (you can send updates later) GHA ERP Guideline /

55 Appendix B to GHA ERP Guideline STATION LACC LOG SHEET - LOCATION (Please insert) Date/Time GMT/UTC Event / Information / Action By (Initials) INSERT LOG PAGE NUMBER HERE Photocopy and use additional blank sheets as required Note: Other * appendices to this document continue / resume after Section 4 - see page 102 * There is no appendix C in this document. This is deliberate GHA ERP Guideline /

56 Deliberately Blank GHA ERP Guideline /

57 Reminder before reading Section 4 Sections 1, 2 & 3 constitute the abbreviated version of this guideline. The abbreviated version is specifically targeted at very experienced and knowledgeable GHA emergency response planners / managers / team leaders only i.e. those able to confidently plan / update their own, local (GHA) ERP in accordance with the abbreviated portion of this guideline alone For GHA emergency planners etc. requiring a more complete GHA ERP guideline - and / or where further guidance is needed, supplementary Sections 4 & 5 of this document must also be consulted and used to put together a full (non-abbreviated) version of the GHA ERP To make this absolutely clear - the intent here is that only those very confident in using the abbreviated version use Sections 1 through 3. Those requiring the full version must combine Sections 4 & 5 with Sections 1 to 3 If in doubt, it is strongly recommended that the full version always be consulted / prepared / used GHA ERP Guideline /

58 Section 4 - Glossary Use the following material to help better understand what is required in Sections 1, 2 and 3 of this document (and Section 5 also - as required) which, when completed - will become the AVPORT ERP for your Station / Airport Note that this Section 4 has, in general, been written against a background of a scheduled, passenger airline operation (ABCX Airways) - but can be adapted to many other types of aircraft operator operation (e.g. charter, cargo, VIP) as required GHA ERP Guideline /

59 Accident (ICAO) An occurrence, associated with the operation of an aircraft, taking place between the time that any persons boards the aircraft with the intention of flight, until all persons have disembarked, in which: 1. A person is fatally or seriously injured as a result of: Being in the aircraft and / or Direct contact with any part of the aircraft, including detached parts and / or Direct exposure to jet blast (Except when injuries are from natural causes or when inflicted [by other persons] or when self-inflicted or for injuries to stowaways hiding outside areas not normally available to crew and passengers) AND / OR 2. The aircraft sustains damage or structural failure which: Adversely affects the structural strength, performance or flight characteristics of the aircraft - and Would normally require major repair or replacement of affected components. (Excepting engine failure or damage, [when damage is limited to the engine, cowlings or accessories] - or for damage limited to propellers, wing tips, antennas, tyres, brakes, fairings, small dents or puncture holes in aircraft skin) OR 3. The aircraft is missing or completely inaccessible Note - Whilst the formal definition above also covers unmanned flight - the latter is beyond the scope of this guideline / template document (GO Team) Airport Nearest The closest airport (to an aircraft accident location) considered suitable for operation of the accident airline s GO Team aircraft - the latter being used to deploy the airline s GO Team. (The GO Team aircraft might not come directly from accident airline resources in certain circumstances e.g. an appropriate military and / or chartered civilian aircraft might need to be used instead) (Airline Station) Airport Nearest The accident airline s closest on- line (regular destination) airport (station) to the actual accident location. It is possible that the (Station) Airport Nearest might be hundreds or even thousands of miles from the actual accident location GHA ERP Guideline /

60 Airside (+ Landside / Groundside) Airside refers to an area of an airport intended to be used for activities related directly to aircraft operations. Public access is restricted - with the typical exception of passengers proceeding to airside departure gates in accordance with standard airport procedures. For all others, a restricted area pass is typically required to go airside Landside (or Groundside ) refers to an area of an airport not intended to be used for activities related directly to aircraft operations and to which the public normally has access e.g. check-in desks; meet & greet areas etc. are generally located landside Alerting & Activation System A system for rapidly alerting potential responders of a crisis situation - and which requires rapid mobilisation of said responders in support of a pending crisis response (activation). Typically, such a system uses telephone calls and / or text messages and / or s to alert those requiring activation. The system can be fully or semi-automatic. or manual An airline s Operations Control Centre s Duty Manager (ODM) usually initiates the alerting system. GHAs will typically use a similar concept ABCX Airways - Alert State Colour Code RED A RED Alert declaration (as usually associated with an aircraft related occurrence) - requiring an immediate & maximum crisis response by all appropriate Emergency Response Team(s) The typical aircraft related occurrence associated with a RED Alert is a catastrophic aircraft accident - sometimes also referred to (especially in the USA) as an aviation disaster ABCX Airways - Alert State Colour Codes ORANGE or YELLOW An aircraft related crisis occurrence or similar (other than RED Alert), where the airline s 24H Operations Duty Manager (or equivalent person) would normally consult with senior / specialist airline personnel, in order to establish the appropriate level and type of response (and thus alerting & activation) required Note - ORANGE & YELLOW alerts are generally related to aircraft incidents. They are included here for information and context purposes only - as incidents are not the subject of this particular Guideline document i.e. the document you are reading now GHA ERP Guideline /

61 ABCX Airways - Alert State Colour Code GREEN ( Normal Operations ) Normal aircraft operations - including minor occurrences which do not merit declaration of a Yellow alert state colour code Note - whilst alert state colour codes as used herein are generally related to aircraft operations, they can be similarly used by an airline, GHA etc. (whether aircraft related or not) to additionally classify e.g.: Security type situations e.g. Bomb Warning; Unlawful Interference Public Health type situations e.g. Pandemic; mass food poisoning Natural Disaster type situations e.g. Hurricane; Tsunami Disruption type situations e.g. mass closure of airspace (e.g. due volcanic ash) Anything else - as appropriate e.g. brand / image / reputation type issues Therefore, on any one day of airline operations it is perfectly feasible (and even desirable) to declare several different alert state colour codes in force - as related to the different classifications shown immediately above (which, on the vast majority of occasions, will always be GREEN for each). See diagram next page for more context on ABCX Airways use of alert state colour codes Reminder - this document (together with the remainder of the CRPM Part 1 [ERP] series of documents) does not include subject coverage of any of the above bullet-pointed list of classifications i.e. CRPM Part 1 deals with the catastrophic aircraft accident type situation only GHA ERP Guideline /

62 ABCX AIRWAYS - COLOUR CODE ALERT STATES - SUMMARY RED Catastrophic Aircraft Accident Highest Level Security Type Crisis Severe Disruption to Airline Operations Severe Public Health Crisis Any Other Crisis with Similar Impact ORANGE Serious Aircraft Incident Serious Security Type Crisis Serious Disruption to Airline Operations Serious Public Health Crisis Any Other Crisis with Similar Impact YELLOW Significant Aircraft Incident Significant Security Type Crisis Significant Disruption to Airline Operations Significant Public Health Crisis Any Other Crisis with Similar Impact GREEN Occurrences other than RED, ORANGE or YELLOW - which are generally handled as part of normal operations Note 1 A catastrophic aircraft accident will always equate to a RED alert Exceptionally, other aircraft accidents (non-catastrophic) and (very rarely) aircraft related incidents may equate to a RED alert (e.g. due severe, adverse impact on brand, image or reputation) - but are much more likely to be classified as ORANGE or YELLOW and thus handled operationally as a serious or significant incident respectively (by using procedures documented separately in Crisis Response Planning Manual Part 2 [Aircraft Incident Response]) Note 2 CRPM Part 2 (handling of aircraft related incidents) is not the subject of the guideline document which you are now reading i.e. CRPM Part 2 is a separate document GHA ERP Guideline /

63 Catastrophic Aircraft Accident An aircraft accident generally triggering a Red Alert type crisis response from the accident airline A precise definition is avoided herein. However, it is *unlikely that an aircraft accident would be classified as catastrophic (purely from the accident airline s overall operational crisis response viewpoint) unless relatively large numbers of fatalities and / or serious injuries were involved * For example, 5 passengers out of 400 on board are killed in an aircraft accident - the remainder being either uninjured or suffering minor injuries only. Whilst such a situation is obviously going to be catastrophic for the few families etc. of the deceased - from an airline (operational / big picture) viewpoint, it might warrant just a partial crisis response, especially re the humanitarian aspects - i.e. typically not requiring the full response required if e.g. 200 were killed, 100 seriously injured and 100 missing To clarify further, this 5 fatalities scenario would typically not warrant full CMC manning - and probably only a very limited activation of the airline s emergency call centre and humanitarian assistance teams (if such teams exist in the first place of course! [Many airlines still do not have such teams]) Depending on accident location an airline GO Team would probably deploy, but at significantly reduced manning levels compared to the catastrophic aircraft accident type situation Similarly, severe damage to an airframe, with no associated deaths or serious injuries to the occupants or other persons, will not be classified as a catastrophic aircraft accident The decision as to what comprises a catastrophic aircraft accident should be made on the day by the airline s 24H Operations Control Centre Duty Manager (or equivalent person) at airline HQ. The imperative for immediate and maximum response dictates that this latter person should make the decision unilaterally (i.e. without the need to consult). However, where any doubt exists a Red Alert should always be declared immediately and, as events unfold, be re-categorised to a lower response level, if circumstances on the day so require Note - contrast this airline definition with the ICAO definition of accident shown on page 58 The point to make here is e.g. that certain categories of aircraft damage meeting the meaning of the ICAO term accident - would almost certainly not require the operational airline response envisaged for a catastrophic aircraft accident A serious injury (such as a broken leg) to just one person is also technically an ICAO defined aircraft accident (but is something which would be handled by most airlines - almost as part of normal operations) Such contrasts between similar international / regulatory type definitions and those used herein should be accounted for when considering the actual type and degree of operational (crisis) response required on the day - and to be planned for before the day GHA ERP Guideline /

64 Controller - Local Accident Control Centre (C - LACC) Most aircraft accident related tasks and functions at airline Station (local / tactical) level are the responsibility of the appropriate Airport Services Manager / Station Manager or other, local airline representative (e.g. pre-appointed or ad hoc appointed GHA and / or Supervisory Agent & similar) The appropriate latter person(s) (or designated alternate[s]) shall assume the ABCX Airways title Controller - Local Accident Control Centre (C-LACC) during any ABCX Airways crisis / emergency response related operations, which impact directly (or possibly indirectly depending on circumstances) on his / her Station (Airport) The C-LACC is locally responsible (on behalf of ABCX Airways) for all appropriate crisis response activities until / if relieved of this responsibility by the airline. The C-LACC will typically operate from his / her own (normal business) office(s) during crisis response operations, said location now being known by the ABCX Airways term Local Accident Control Centre (LACC) For a more in-depth explanation of the term Controller - Local Accident Control Centre - see (separate document) CRPM Part 1 (ERP) / Volume 2 / Command & Control Ops / page 49 Note carefully that an airline s / airline representative s Local Accident Control Centre (LACC) is not the same thing as the parent airport s Emergency Operations Centre (EOC). The two are different i.e. with different functions, in different locations etc. (see definition - Emergency Operations Centre ) (Airline [ABCX Airways]) Crash Site Team - CST A selected (typically 2 person) team provided (1 person) by station Airline / GHA / other airline representative (traffic / ramp / terminal /similar) staff plus (1 person) provided by appropriate Aircraft Engineering staff - such team generally (but not always) required to report immediately to the aircraft accident site (in the event of a major aircraft emergency) in order to provide appropriate essential services, liaison & support - on behalf of the accident airline the team represents For example - the Airline / Airline Representative Traffic / Ramp / Terminal / Similar rep is typically employed rendering immediate liaison, communication and other services at the accident site - on behalf of the accident airline e.g. provision of passenger list, crew list; dangerous goods details; estimated fuel on board etc. - to responding emergency services; logging details of victims sent to hospitals / mortuaries / wherever; facilitating provision of transport from accident site for uninjured passengers and crew; keeping Controller LACC updated on circumstances at accident location etc. + (plus) For example - the Aircraft Engineering rep (if one is available) might typically have duties related to making the aircraft safe (shutting down engines, auxiliary power unit etc.); advising fire & rescue crews on appropriate matters (e.g. providing the appropriate cut-here diagrams); securing essential information needed for the eventual accident investigation - when so instructed by an appropriate authority for the latter e.g. cockpit voice recorder, flight data recorder, quick access recorder, aircraft documents etc. Such staff may also provide other technical advice, including initial thoughts on potential aircraft / wreckage recovery or salvage ops GHA ERP Guideline /

65 (Uninjured) Crew Reception Centre (Airside) - CRC (A) (Uninjured) Crew Reception Centre (Landside) - CRC (L) Uninjured crew should typically be transported from the accident site Triage or uninjured holding facility, to a secure and private initial holding area within the airside part of the airport terminal building or similar - known herein as the Uninjured Crew Reception Centre (Airside) - CRC (A) The CRC (A) facility should ideally have adequate privacy, security, capacity, seating, toilets, catering provision etc. It should be located in an area which is physically SEPARATE from the Uninjured Survivor (Passenger) Reception Centre - Airside facility, in order to prevent possible unwelcome attention (e.g. aggression and / or abuse) to uninjured crew Typically, Airline / GHA / Police / Airport Authority / other staff will man the CRC (A), assisting the uninjured crew in any way possible (humanitarian, welfare and similar support), whilst also capturing important information (provided by uninjured crew) onto hard copy forms (* Passenger Record Cards - PRC (or local equivalent forms) - see attachment 1B to this glossary for an example), for eventual distribution to e.g. the local airline rep + copies to the relevant authorities (Immigration, Police, Airport Operator, etc.). Most importantly, the LACC should forward completed PRCs to airline HQ ASAP - from where crews family, relatives & friends might be notified accordingly * Note - It has been assumed throughout this series of guideline & guideline / template documents that Passenger Record Cards will be used to take information from both uninjured passengers and uninjured crew For the flight crew (pilots) in particular, the provision of initial statements, blood and urine tests + other medical / legal requirements might be anticipated at this stage. Legal representation and / or assistance should be provided (by the airline / airline representative(s) to such crew, as appropriate Once (if) the appropriate authorities establish that no crime is associated with the accident, uninjured crew should be released from the CRC (A) and transported, under airline / GHA / other escort - to the Uninjured Crew Reception Centre - Landside - CRC (L), which is typically a hotel, with which airline / airline rep staff should have made appropriate, prior arrangements. Crew should put on civilian clothes (if possible) and / or remove all overt signs of uniform before leaving the CRC (A), in order that they do not attract undue attention to themselves. Humanitarian, welfare & similar support to uninjured crew should continue at the CRC (L) The hotel designated as the CRC (L) should not be the same hotel as that used for the Humanitarian (Family) Assistance Centre - nor should it be the same hotel as used for the Uninjured Passenger Reception Centre (Landside) - SRC (L). The CRC (L) should also not be the same hotel as used for normal crew layovers at that particular station / airport, as relevant Shorter term reconciliation (reuniting) of uninjured crew with their FR will typically be accomplished at the CRC (L), where appropriate / possible. Crew FR not living locally to the CRC (L) can expect to be invited by the accident airline to join their loved ones at the CRC (L) and / or other airline provided local accommodation. The airline will typically make and pay for such arrangements - including flights where appropriate GHA ERP Guideline /

66 For an aircraft accident away from the crew s Home Base / HQ Country (i.e. where they normally live), arrangements should be made to return the accident flight s crew to such home base ASAP Note - It might be advisable for the accident flight s uninjured crew (located at home base / or when they eventually return to home base) to be accommodated for an appropriate period in a location other than their homes - in order to avoid undue attention from e.g. the media; (angry) FR etc. Similar consideration should be given to crew families living at such homes. The accident airline should arrange for all of this to be done ABCX Airways Station Managers / Airline Representatives are required to pre-identify and prearrange for a CRC (A) and a CRC (L) - as part of their local emergency response plan preparation for the airline. This information is to be documented in the ABCX Airways ERP produced for the specific station / airport Lastly, for off-airport emergencies where use of on-airport facilities might not be available (for whatever reason), the general principles of setting up and operating local equivalents of the CRC (A) and CRC (L) should be followed and adapted insofar as possible, circumstances permitting Note 1 - Only a relatively small number of airport operators have (as at 2018) made provision for a CRC (A) within their own airport emergency plans (although this situation is gradually improving). For those that have not, local airline staff or their representatives should lobby (e.g. via the local Airline Operators Committee [AOC] ) for such a facility to be established. The usual location for such a facility is e.g. a vacated or unused VIP, First or Business Class lounge; a suitable airline office (airside); a suitable GHA office (airside) etc. Note 2 - There will be fairly rare occasions where uninjured crew might be required to care for the uninjured passengers after leaving the accident site triage facility e.g. lack of supporting / responding ground staff from the airport, airline, airline representative, government authorities; remote location accident etc. Crisis Communications Centre - CCC When responding to a catastrophic aircraft accident the airline s Corporate Communications (PR) department(s) will typically have a vital role(s) to play e.g. from preparing press releases and organising press conferences, to dealing directly with media callers, to providing a company spokesperson to speak to the world about the crisis, to managing dark site content and social media etc. A small number (one or two persons typically) of Crisis Communications personnel will also deploy as part of any airline GO Team - possibly including a deployed company spokesperson The element of the Corporate Communications (PR) department dealing with crisis events is entitled the Crisis Communications Team and operates from a Crisis Communications Centre - CCC. This team is headed by a Communications Controller - the latter being a suitably experienced and senior PR person who would (typically and as an exception to what is written just above) operate from the airline s Crisis Management Centre (CMC) with the deputy Communications Controller operating from the CCC. (Ideally CMC and CCC should not be co-located BUT should, nevertheless, be at locations which are close to each other) GHA ERP Guideline /

67 The Crisis Communications Team & CCC may be regarded as a virtual part of the airline s Crisis Management Centre (CMC) - even though they might be located in separate facilities The need to crisis communicate with stakeholders other than the media (e.g. for internal staff, airline partners, shareholders etc.) must not be overlooked and is perhaps best accomplished as part of the CCC s overall responsibilities / media strategy Crisis Controller - CC A Crisis Controller (CC) is a suitably senior, experienced and specifically chosen airline manager (usually of General Manager / Head of / Vice President grade / rank - but can be one level lower) - specifically trained and exercised (on a recurrent basis) to take on delegated command, control, coordination & communication type duties under the overall direction of a Crisis Director (CD) - when operating from the airline HQ s Crisis Management Centre (CMC) at time of major emergency / crisis response. For airlines which operate 24 / 7 / 365, a duty / on-call Crisis Controller (shared responsibility) should always be quickly available for crisis response duties The number of CCs on a typical CMC 12 hour shift will vary from 2 or 3 up to around 5 to 7, depending on the CMC system and manning model used plus the availability of adequate manpower resources. It is recognised that airlines with low manpower resource availability may not be able to adopt the CC model exactly as described here - but there should always be some form of workaround solution available in such circumstances Crisis Director - CD A Crisis Director (CD) is a suitably senior, experienced and specifically chosen airline manager (usually of Director / Executive or Senior Vice President grade or rank - but can be one level lower) - specifically trained and exercised (on a recurrent basis) to lead command, control, co-ordination & communication type operations - when operating from the airline HQ s Crisis Management Centre (CMC) at time of major emergency / crisis response. For airlines which operate 24 / 7 / 365 a duty / on-call Crisis Director (shared responsibility) should always be quickly available for crisis response duties The number of CDs on a typical CMC 12 hour shift will vary from 1 to 2, depending on the CMC system and manning model used plus the availability of adequate manpower resources. It is recognised that airlines with low manpower resources may not be able to adopt the CD model described here - but there should always be some form of workaround solution available in such circumstances Crisis Management Centre - CMC The CMC facility is at the heart of all Command, Control, Co-ordination and Communication (C4) operations in the airline HQ s response to a major aircraft related emergency or similar severity crisis. The CMC is headed by a Crisis Director and operated by a Crisis Controller team - assisted by a CMC log manager and CMC administrator. A Communications Controller (PR / media response etc.) completes the typical CMC team GHA ERP Guideline /

68 It is obviously necessary for someone at the airline to temporarily manage the entire emergency / crisis itself - until the CMC is in a position to take over (24 / 7 / 365 airline ops assumed here) e.g. typically taking around minutes in a best case scenario to considerably (much) longer in the worst case (think of a major crisis occurring at 15 minutes before midnight on New Year s Eve!) The only airline organisation capable of doing this is the Operations Control Centre (OCC) - and the OCC Duty Manager will assume the appropriate responsibility - assisted (manpower permitting) by additional OCC staff. Selected OCC staff will be specifically trained and exercised (on a recurrent basis) accordingly All other ABCX Airways airline (subordinate) emergency response centres (including ABCX Airways airline stations [LACCs]) which might be activated world-wide during crisis - are subordinate to the CMC, i.e. the CMC is in OVERALL command of ALL airline / airline representative emergency response activities, functions, teams etc. Crisis Response Planning Manual - CRPM The CRPM is the master document which regulates and guides all forms of crisis / emergency response related operations, training etc. carried out by ABCX Airways The CRPM comprises 6 separate Parts - each part dealing with a specific type of crisis response - and containing the associated procedures, checklists, information etc. required The Parts of the CRPM are: CRPM Part 1 CRPM Part 2 CRPM Part 3 CRPM Part 4 CRPM Part 5 CRPM Part 6 Catastrophic Aircraft Accident (Aircraft Related) Serious Incident / Significant Incident Aviation Business Continuity (Serious Operational Disruption) Public Health Crisis Natural Disaster (Hurricane) Training Manual CRPM Part 1 is otherwise known exclusively as the emergency response plan (ERP) CRPM Part 1 is the subject of this aircraft operator ERP guideline document (i.e. the document which you are reading now) CRPM Parts 2 to 6 are not subjects included in the document you are reading now GHA ERP Guideline /

69 CRPM Parts can be further split down into Volumes - where required by the document owner, in order to make the use of the particular Part more effective and efficient - whilst also significantly reducing the amount of information required to be studied & retained by prospective users e.g. CRPM Part 1 (Catastrophic Aircraft Accident - ERP) is further split into ten separate volumes: Volume 1 ERP - Policy & Executive Overview (of CRPM Part 1) Volume 2 ERP - Command, Control, Co-ordination & Communication (C4) Volume 3 ERP - Humanitarian Assistance Team Volume 4 ERP - Emergency (Telephone) Call / Contact / Information Centre Volume 5 ERP - GO team Volume 6 ERP - (Airline) Station Emergency Response Plan Volume 7 ERP - Crisis Support Units Volume 8 ERP - Integrated Crisis Response Planning (e.g. with alliance partners) Volume 9 ERP - Crisis Communications Volume 10 ERP - Emergency Response Exercise Planning & Conduct Requirements for all designated users of the CRPM All nominated ABCX Airways and other appropriate personnel needing to use the CRPM to prepare for and guide crisis response plan preparations, response etc. * shall / should (as appropriate): Acquire & retain an appropriate level of CRPM knowledge, commensurate with effectively & efficiently carrying out designated crisis pre-preparation and actual crisis response functions Use the procedures, checklists, information, guidelines, templates & other appropriate content of the CRPM to guide pre-preparation of separate (but still subordinate to the CRPM) crisis response plans i.e. specific departmental / business unit plans dealing with different aspects of crisis response - such preparation to include appropriate training and testing (see Crisis Support Unit definition) Use the procedures, checklists, information and other appropriate content of the CRPM to guide actual crisis response on the day * Note - The word shall (as used above) implies a mandatory requirement e.g. applies to nominated ABCX Airways crisis response staff. The word should (as used above) implies a requested or non-mandatory requirement e.g. latter applies to non-abcx Airways crisis responders who nonetheless are part of the airline s crisis response plan - such as ABCX parent Group; independent Ground Handling Agents etc. IMPORTANT - the above guidelines have been endorsed by the Chairman ABCX Airways &, as such, are the authority, direction and instruction applicable to nominated ABCX Airways staff to undertake all appropriate & required action as per above - as part of their designated crisis response duties GHA ERP Guideline /

70 Crisis Support Unit - CSU The term Crisis Support Unit refers to nominated elements of airline HQ based departments and / or business units - having identified, direct (or indirect) specialist / functional role(s) to play (related to what they do during normal operations), in response to a catastrophic aircraft accident - or similar severity crisis. Examples of typical ABCX Airways CSUs are the OCC, Flight Operations, Cabin Crew, Airport Services (Ground Ops), Finance, Safety, Aircraft Engineering, HR, Corporate Communications / PR - etc. The vast majority of airline departments / business units contribute to the CSU concept Depending on the CMC system and manning model in use, CSU reps can man some Crisis Management Centre (CMC) positions at time of crisis and / or may also be required to work from their normal workplace locations. Many (but not all) CSUs will also be required to additionally deploy staff as part of the airline s GO Team - as appropriate to actual circumstances on the day It is recognised that airlines with low manpower resources may not be able to adopt the full CSU model as described above - but there will always be a workaround solution in such circumstances Emergency (Telephone) Call / Contact / Information Centre - ECC All crisis-related telephone enquiries (typically from potential family, relatives & friends [FR] of potential aircraft accident victims) should be handled by some type of airline provided / sourced ECC The primary purpose of a an ECC is to capture crucial information from all sources (primarily by the making & taking of telephone calls) with the ultimate aim of matching accident victims with associated FR, in the shortest possible timescale. Once a match has been made, the ECC should (in general) notify associated FR accordingly, providing (amongst other things) relevant information and updates on the condition and location of the associated accident victims Note 1 - special procedures / conditions invariably apply to death notifications, meaning that such notification will not generally be made by an airline ECC. However, there can be (relatively rare) exceptions to this, depending on actual circumstances on the day When an ECC is ready to activate, the airline s Corporate Communications / PR department (Crisis Communications Centre) should release the ECC telephone number(s) via all relevant forms of Media (TV, Radio, Web Sites, Social Media, Newspapers etc.) Note 2 - it is possible that other entities (additional to the accident airline) involved in an aircraft accident crisis response might also (concurrently) operate their own equivalents of the airline ECC e.g. the involved airport; an involved authority (e.g. Police; National / Regional / Local Government) etc. Many airlines contract specialist (external / third party / commercial) providers to operate an ECC on their behalf This means that there might (relatively rarely) be more than one ECC in operation for the same crisis e.g. the airline ECC and the local Police ECC. This situation is far from ideal for a number of valid reasons (e.g. how to reliably, quickly and accurately share data between the operating ECCs) - & must, therefore, be managed very carefully by all involved (much easier said than done!!!) GHA ERP Guideline /

71 Note 3 - The media should be actively discouraged from calling an activated airline ECC operated primarily for use by FR. One way of doing this if for the airline s Crisis Communications Centre to operate a bespoke offshoot of the ECC designed for media contact only Dark Site A dark site is a crisis communications (media response) strategy, commonly used by appropriate organisations etc. - whereby a purpose built and largely pre-prepared (but unpublished) crisis information web site is stored until such time as it is required to be promoted to the live web (generally replacing the airline website s normal home page), usually in the immediate aftermath of a major crisis affecting the organisation Dark sites are typically developed for areas of known risk / vulnerability to an organisation e.g. for an airline the dark site will typically be pre-prepared for a catastrophic aircraft accident type scenario Organisations typically use dark sites to assist their overall crisis response effort - particularly in the provision of up to date and accurate information to those directly (or even indirectly) affected by the crisis and, of course, to the media Much (but not all) of the information published to a live airline dark site (post major crisis) can only be prepared and added just before each release. However, information e.g. relating to technical details of an aircraft type involved in an accident can (and should) be pre-prepared - and thus be immediately available to insert onto the dark site i.e. via a FAQs; fast facts section etc. Disaster Victim Identification - DVI Disaster Victim Identification (DVI) is the internationally accepted term describing processes & procedures for recovering and identifying deceased persons and human remains in relation to multiple fatality incidents. DVI is subject to international agreement via INTERPOL - modified as required by appropriate countries, governments and other relevant entities DVI associated with air accidents is usually part of the overall air accident investigation process. In very general terms, the following forms the DVI process: Recovery Reconciliation Identification Release / Return (with repatriation as required) / Disposal Disaster Mortuary Operational Response Team - DMORT United States legislation provides for US government departments and similar to be responsible for victim identification and mortuary services following a major emergency (disaster). These responsibilities include: temporary morgue (mortuary) facilities victim identification GHA ERP Guideline /

72 forensic dental pathology forensic anthropology methods processing (of remains) preparation disposition To meet these responsibilities - DMORTs were developed. They comprise private citizens, each with a particular field of expertise, who are activated in the event of a major emergency. DMORTs work under the guidance of government & local authorities by providing technical assistance and personnel to identify and process deceased victims Teams typically comprise funeral directors / undertakers, medical examiners, coroners, pathologists, forensic anthropologists, medical records technicians, finger print specialists, forensic dental specialists, x-ray technicians, mental health specialists, computer professionals, administrative support staff - together with security and investigative personnel Note - the purpose of including the DMORT definition here is to demonstrate how one country (the USA) has modified international DVI requirements for its own specific purposes (Airline Station / Regular Destination Airport) Emergency Bag / Box / Folder [ Grab & GO Bags] For an aircraft accident at or near to an ABCX Airways on-line / regular destination Station - the ABCX Airways Station Manager / local airline representative / equivalent person will need to rapidly deploy his / her staff locally (especially if the accident is on-airport ) in support of the crisis. Such persons will need to (must) take certain documents, equipment and other items with them In order to ensure that deploying persons have the correct documentation and other required items - and can readily and quickly find them at time of crisis, a system of pre-prepared and conveniently stored emergency bags is recommended. Whilst the term bag is used here for convenience - an emergency bag can be as simple (and inexpensive) as a large, strong paper envelope(s) The requirements, contents etc. of emergency bags can be documented within Station emergency response plan checklists as per information shown on the next three pages. Of course, the bags must also be procured, stored and maintained A minimum of around 13 different emergency bags is envisaged for the average airline station at a large, international type airport. Costs for procurement (bags + contents) should be negligible - hence not a major budget problem GHA ERP Guideline /

73 Station Emergency Bag / Box / Folder Requirement Each ABCX Airways Station Manager / GHA (or other Airline Representative) shall make up a set of simple & inexpensive emergency bags / boxes / folders - stored at suitable, easily accessible and well known locations - from where airline / GHA / other staff, deploying during crisis situations, can quickly and easily collect them. Separate bags etc. must be pre-prepared for each of the following locations i.e. the job needs to be done NOW - TODAY - i.e. before any crisis occurs! Local Accident Control Centre - LACC (usually located in the Station Manager s / GHA s main office). For typical LACC emergency bag contents, see list opposite: LACC located at ******** How Requirement Met LACC Emergency Bag stored at ********* LACC Bag typically contains (pre-prepared): - Crisis Contacts Telephone Directory - Relevant Emergency Checklists - Passenger Records Cards (PRC) or local, equivalent forms - Friends &Relatives Enquiry cards (FEC) or local equivalent forms - Local Maps (incl. airport crash map) - Appropriate stationery / paperwork - Appropriate passes / permits / armbands / hi-visibility tabard / rubber gloves etc. - Torch - Spare batteries, charging equipment etc. + * 5 copies final (flown) Passenger List / Manifest; + 5 copies crew list (GENERAL DECLARATION); + 5 copies Dangerous Goods documentation (if any) * These documents will need to be inserted into the emergency bag / box / folder on the day of the crisis itself (insert here who will ensure that this is done on the day **********************) Crash Site Team - CST - NB: 2 separate bags required (1 for AIRCRAFT ENG + 1 for AIRPORTS etc.). CST Aircraft Engineer should also consider taking a small toolkit & appropriate PPE CST Emergency Bags stored at *********** CST Emergency Bags Contents = same as for LACC bag. Engineer s bag to additionally contain relevant aircraft crash charts / diagrams GHA ERP Guideline /

74 Station Emergency Bag / Box / Folder - continued Requirement Uninjured Crew Reception Centre - Airside / CRC (A) PLUS (+) How Requirement Met CRC (A) located at ******** CRC (A) Emergency Bag stored at *********** Contents same as for LACC bag except for FECs & Dangerous Goods (i.e. latter 2 not required) Uninjured Passenger Reception Centre - Airside / SRC (A) SRC (A) located at ******** SRC (A) Emergency Bag stored at *********** Contents same as for LACC bag except for FECs & Dangerous Goods Airport Information Desk(s) Airport information Desk(s) located at ******* Airport Information Desk Emergency Bag(s) stored at *********. Contents same as for LACC bag except for PRCs & Dangerous Goods Family, Relatives & Friends Reception Centre - FRRC PLUS (+) FRRC located at ******* FRRC Emergency Bag stored at ********* Contents same as for LACC bag except for PRCs & Dangerous Goods Family (Humanitarian) Assistance Centre - FAC / HAC F/HAC located at ******* (usually in a land-side hotel different from CRC (L) and SRC (L) hotels) F/HAC Emergency Bag stored at ********* Contents same as for LACC bag except for PRCs & Dangerous Goods GHA ERP Guideline /

75 Station Emergency Bag / Box / Folder - continued Requirement Hospitals Deployment Team(s) How Requirement Met Hospital Emergency Bag(s) stored at ********* Contents same as for LACC bag but not including Dangerous Goods documentation PLUS (+) Mortuary Deployment Team(s) Mortuary Emergency Bag(s) stored at ********* Contents same as for LACC bag but not including Dangerous Goods documentation Uninjured Crew Reception Centre - Landside / CRC (L) CRC (L) located at ******* (usually in a land-side hotel - different from SRC (L) & F/HAC hotels) CRC (L) Emergency Bag stored at ********* Contents same as for LACC bag except for FECs & Dangerous Goods PLUS (+) Uninjured Passenger Reception Centre - Landside / SRC (L) SRC (L) located at ******* (usually in a hotel different from CRC (L) and F/HAC hotels) SRC (L) Emergency Bag stored at ********* Contents same as for LACC bag except for FECs & Dangerous Goods GHA ERP Guideline /

76 Emergency Operations Centre - EOC The generic term used in this guideline/ template series of documents to denote the facility from which the local / parent AIRPORT operator manages (C4) its own emergency response activities Note - The term Emergency Operations Centre - EOC is actually used at many airports. However, it is also frequently known by other equivalent titles e.g. Crisis Management Room, Crisis Response Centre, Incident Management Control, Emergency Response Centre, Local Accident Co-ordination (or Control) Centre etc. Note carefully that an airport s EOC is not the same thing as any airline s Local Accident Control Centre (LACC) situated at the same airport. The two are different, with different functions and typically in different on-airport locations (see also definition Local Accident Control Centre - LACC ) Emergency Response Team - ERT A collective term used herein - to include all of the ABCX Airways emergency response teams world-wide e.g. the Crisis Management Centre plus the Crisis Support Units plus the Crisis Communications Team plus the Humanitarian Assistance Team plus the Emergency Call Centre plus the GO Team plus directly and / or indirectly involved Station(s) / Destination Airport(s) etc. The term is also meant to include (loosely or otherwise) all other parts of the airline (including the airline s parent company / group, if any; the airline s subordinate agencies, if any etc.) plus appropriate representatives of the airline such as Station Ground Handling Agents / Supervisory Agents / Airline Representatives in general - together with and any contracted third parties providing emergency / crisis response services to the airline Family (Humanitarian) Assistance Centre - FAC (HAC) (CRPM Part 1 / Volume 3 [separate document] details the ABCX Airways Humanitarian Assistance concept) Note - the more correct, appropriate and preferred term to use here is Humanitarian Assistance Centre (HAC). However, the equivalent term Family Assistance Centre and similar is still in very common use worldwide. Both terms may be / are used in the guideline / guideline template series of documents (depending on the context - & generally with the same or broadly similar meaning as each other) The FAC / HAC is the facility (typically) to which locally living (i.e. relatively local to the accident airport / location) Family, Relatives & Friends (FR - [including meeter & greeter type FR i.e. MGFR]) of accident victims might eventually proceed (if they wish to go there), once their processing is completed at the initial Family, Relatives & Friends Reception Centre (FRRC) facility The FAC is typically located in a hotel(s) near to the accident airport / site. Its purpose is to provide FR with a more comfortable, longer term environment (than the airport or accident site FRRC itself) - where the accident airline & others might typically provide the humanitarian, welfare, information, financial & other support required / available, in the shorter term post-accident occurrence Depending on several factors (not covered here) it is possible that the FAC be required to accommodate large numbers of FR (e.g. 1,000-2,000 persons and possibly more) GHA ERP Guideline /

77 Activation, setup and management of a FAC are usually (but not exclusively - as is the case e.g. in UK and USA) responsibilities of the accident airline and / or its local representative(s) Local Airline / GHA / airline representative staff and possibly volunteers (from organisations such as the Red Cross / Crescent, local welfare and similar authorities, voluntary humanitarian and welfare groups, faith groups together with hotel staff etc.) - should typically receive and handle FR located at the FAC, until others e.g. the airline s own Humanitarian (Family) Assistance Team (HAT) might become available, with time, to take over the task The accident airline s HQ should deploy a significant number of HAT personnel (if available) to eventually manage & support the response at the FAC. However, note well that it might take considerable time (24-48 hours in extremis) for an airline HAT to arrive on site FR travelling to (or as near as practicable to) the accident location (post-accident) from locations not local to that accident site (e.g. internal long-distance / from overseas etc.) will most likely be accommodated at the FAC upon arrival, if so desired and as applicable Note that no one is forced to use FAC facilities e.g. locally living FR might prefer to go to / remain at their local residences etc. instead. If so, the accident airline might typically invite such FR to attend daily accident update briefings at the FAC Other FR not living locally and choosing not to take up the accident airline s offer of transportation / accommodation etc. to / at the FAC - might typically be invited to view FAC briefings via one or other form of video conferencing / equivalent Once (if) the accident airline (and / or others) makes appropriate matches / reconciliations between accident flight victims and their associated FR, the latter (possibly now located at the FAC) will be reunited with their associated victim(s) (who might typically be located at any / all of Survivor Reception Centres - Landside, Hospitals and Mortuaries, as appropriate) Note - the above paragraph assumes that immediate re-uniting [e.g. at the airport] had not been accomplished or had only been partly accomplished - for whatever reason For accidents involving many deaths, longer term search & rescue ops (in general; for body parts) etc. - the FAC might be operational for a considerable time. Expenses etc. associated with same can easily run into millions of (US) Dollars! Such risk should thus be insured by airlines A separate FAC(s) might also / additionally need to be set up, manned & operated near to the departure airport(s) of an accident flight - despite the accident not occurring at such location(s) - e.g. the departure airport is typically the first place that many FR (living locally / relatively local to a particular departure airport) will choose to go in order to seek information about such accident Note - such FR would typically be invited to firstly go to an FRRC (set up at the departure airport[s]) for initial processing, receiving care & information etc. When the local FAC is ready to receive such FR, they transfer accordingly and the FRRC closed All ABCX Airways Station Managers / airline reps are required to pre-identify and pre-arrange for a suitable FAC facility as part of their local ABCX Airways emergency response plan preparation. GHA ERP Guideline /

78 The details are then documented in the ABCX Airways Emergency Response Plan for the particular Station / destination airport Note - specific operating procedures for the FAC / HAC are mandated in some countries e.g. the USA [where statutory requirements apply]. Similar applies to Humanitarian Assistance Centre operations in UK Family, Relatives & Friends - FR A collective, generic term meant herein to loosely denote the various categories of persons (not having been on board the accident flight) having some form of valid relationship or otherwise (personal) link with associated air accident victims (including any ground victims as applicable). The term typically includes (as related or otherwise known to victims): Next of Kin (closest relative / equivalent person) Other family members, relatives / similar Friends Business colleagues / similar Meeters and Greeters (of all categories) waiting to meet victims at the emergency flight s destination airport and / or FR who have gathered at the departure airport(s) of the emergency flight - after it had departed (i.e. after it is off-blocks ) and subsequently experienced a crisis Any other person(s) having a reasonably valid relationship with the victim(s) Family, Relatives & Friends Enquiry Card - FEC - (See also attachment 1A to this Glossary for an example) This ABCX Airways form (or any locally used equivalent form) is used to record information about a possible aircraft accident victim, such information typically being provided before positive details as to the identification of possible victim(s) is yet available (i.e. typically in circumstances where no crew list, passenger list, ground victim list etc. is / are available or yet available) It is expected that hard copy FECs will be used at the Family, Relatives and Friends Reception Centre and / or at the Family / Humanitarian Assistance Centre (or equivalent locations) to capture victim related information AS KNOWN TO and PROVIDED BY POTENTIALLY ASSOCIATED FAMILY, RELATIVES and FRIENDS (and / or equivalent person[s]) Airline copies of such completed FECs should be forwarded to the airline s Emergency Call / Contact / Information Centre (or similar facility) via airline HQ CMC - where they will typically be used to update any associated victims Passenger Record Cards (PRC - or any locally used equivalent form) i.e. once / if PRCs become available - which will typically only be possible after the airline knows (to a fairly high degree of certainty) the identity / names etc. of the accident victims Similarly, FECs (or local equivalent forms) will be used at the airline s Emergency Call Centre (or equivalent facility) to take information from FR calling in by telephone (to the ECC) - again, in circumstances where the identification of accident and / or ground victims is not yet reliably known GHA ERP Guideline /

79 Eventually (as the crisis progresses and possible identification of victims becomes available), FECs containing valid and relevant information will be used to update the corresponding, associated PRCs Note 1 - Apart from FEC use as described above, it will not normally be necessary to use FECs, provided that reasonably accurate and complete crew, passenger and ground victim lists are available (i.e. where such lists are available, associated FR data should be recorded directly on the PRC itself) Note 2 - In some countries / at some airports, local equivalents of the FEC / PRC forms are provided by the authorities or the airports themselves. In such circumstances, it is generally compulsory for only these forms to be used. The United Kingdom is an example of such a country where this applies (see Appendix J1 to this document - page 117). It is obviously imperative that the accident airline gains access to copies of all & any such completed forms without delay Note 3 - See also the definition of Passenger Record Card (PRC) - page 87 Family, Relatives & Friends Reception Centre - FRRC (Typically located landside - at or near airport) For most arrival flights at an airline Station (an international airport assumed here), there is usually a multitude (typically anywhere from 10 to 1,000 +) of FR (MGFR) waiting at the airport arrivals area, to receive loved ones, friends, colleagues etc. from arriving flights MGFR waiting for an inbound flight which has experienced a major accident - should be rapidly identified by Airline / GHA (airline rep) / Airport / Police / other etc. staff - segregated from others (i.e. not waiting for the accident flight) in the same area - and escorted to a separate, private, secure location within the landside part of the airport (or at a very nearby location) - known as the FRRC The airport and airline (and / or GHA / airline representative) should pre-agree and include in their respective emergency response plans, details of how the procedure in the paragraph immediately above (on previous page) is to be accomplished i.e. this information is to be documented in the ABCX Airways ERP for that particular Station and also in the local Airport Emergency Plan (AEP) The FRRC should ideally have adequate facilities to hold up to * xxx persons. It should be adequately private and secure and also provide adequate seating, toilets, air conditioning / heating, catering communications etc. (* the actual capacity required will be dependent on statistical, historical information re expected numbers of FR needing to be cared for at the particular airport concerned) Airport / Airline / GHA / HAT / Police / other staff and volunteers would typically set-up & man the FRRC, assisting MGFR in any way possible (humanitarian, welfare, information and other support), whilst attempting to capture important information (about associated accident victims whom the MGFR have reason to believe were on board the accident flight), using special airline forms (Family, Relatives & Friends Enquiry Cards - FEC) - or local version equivalents forms In conjunction with local Airport Operators - all ABCX Airways Station Managers / airline representatives (e.g. GHAs) are required to pre-designate and make suitable, pre-planned arrangements for an FRRC - as part of their own, local emergency response plan preparations. This information is to be documented in the ABCX Airways Emergency Response Plan for the particular Station concerned - and also in the local AEP GHA ERP Guideline /

80 Once MGFR have left the FRRC, the airline should typically offer them the services of the Family (Humanitarian) Assistance Centre, as appropriate & applicable to actual circumstances on the day Many (but not all by any means [as at 2018]) airport operators have already have made provision for an FRRC (or equivalent facility) in their own AEPs. If this has not been done, the local ABCX Airways airline representative (Station Manager and / or GHA) should lobby (e.g. via the local Airline Operators Committee - AOC) for such a facility to be established without delay. That airports (in ICAO States [Countries]) have a definite and defined responsibility for so doing was at long last (2013) documented in ICAO Doc AN/486 - Manual on Assistance to Aircraft Accident Victims and their Families It is possible that a separate FRRC(s) will also / additionally need to be set up at the departure airport(s) of an accident flight - despite the accident occurring after the flight has departed - e.g. the departure airport is typically the first location that many FR (living locally or relatively local to that departure airport) will choose to go, in order to seek information about such accident Lastly, for off-airport emergencies where use of on-airport facilities might not be available (for whatever reason), the general principles of setting up and operating an FRRC should be followed and adapted insofar as is possible, actual circumstances on the day so permitting Note 1 - the FRRC & the FAC are different facilities, at different locations & with different (but related) functions. Note 2 - the FRRC is also commonly referred to as the Meeters & Greeters / Family, Relatives & Friends Reception Centre (MGRC); the Families & Friends Reception Centre (FFRC) or other, similar terms Fatal Injury (ICAO) Injury sustained in an aircraft accident, leading to death anytime within the following 30 days (Airline [ABCX Airways]) - Field Control Centre - FCC An airline / airline representative FCC should be set up for its own response, support, welfare ops etc. - typically as related to major aircraft accident occurring outside an airport boundary - but still relatively near to that airport i.e. the accident is not considered to be remote. From the accident airline viewpoint and where possible, the FCC is initially manned by local airline and / or airline representative staff. Additionally (or otherwise), an element of the deploying airline s GO Team should augment or set up and man the FCC, after arrival in the local area Forward GO Team (Airline Accident Investigation Team + Support Team) The term Forward GO Team is typically used where it becomes necessary to deploy the accident airline s air accident investigation team to remote / relatively remote accident sites. A Forward Go Team should be supported by specialist equipment (known as the Forward Go Kit ) Note 1 - Forward GO Kit + Rear GO Kit combined comprises the complete / entire airline GO Kit Note 2 - For an aircraft accident in non-remote circumstances, the concept of the ABCX Airways Forward and Rear GO Teams does not apply e.g. for an on-station aircraft accident or one located in an off-airport civilised location, all responding teams deploying from airline HQ will generically comprise simply the "GO Team" (with no use of the terms Forward or Rear ), regardless of specific duties at the accident location GHA ERP Guideline /

81 Generic A term used in this series of guideline documents - denoting that what is being written about is typically (but not specifically) correct, accurate and / or common practice, as it relates to the average large to middle sized scheduled (international) airline and / or international airport passenger operation. When generic information is applied to real situations - it will invariably be necessary to adapt the generic - in order to make it specific to the actual terminology in use Go Aircraft The aircraft which will transport the airline s GO Team + GO Kit to the accident location (or as close as possible to this location - i.e. to [GO Team] Airport Nearest ) In some cases, the GO aircraft might not be a directly provided airline aircraft e.g. it might need to be a chartered, leased or military aircraft - depending on whatever the airline can arrange at short notice and / or e.g. due to aircraft performance limitations, as generally associated with the destination airport and / or en route conditions GO aircraft take off time from airline HQ / main base or hub (or similar) should be targeted to be within 3 to 4 hours or sooner (scheduled airlines) of emergency notification to the airline. Charter / holiday package type passenger airlines will generally take longer e.g. typically 6 to 9 hours or sooner Note - depending on actual circumstances on the day, it may be appropriate to deploy a GO Team using surface transport or a mix of air and surface transport GO Kit The ABCX Airways GO Kit typically comprises pre-procured, pre-packed and pre-customs cleared (at pre-designated departure airport[s]) equipment and material required for use by a deployed GO team The equipment comprising the Forward GO Kit should be sufficient to fully or partially support (depending on airline s resources) the Forward GO Team at remote sites (e.g. in the jungle; in the arctic etc.). The Rear GO Kit - (mainly IT, telecommunications, stationery etc.) should support the remainder of the GO team (the Rear GO Team ), assuming they are operating from more civilised locations e.g. airport, city, town, village etc. - where suitable logistics, infrastructure & security are available (e.g. accommodation, food, potable water, electrical power, communications etc.) Go Team It is likely that, following a station (scheduled arrival or departure airport) or en-route catastrophic aircraft accident (where any of the aforementioned are not located at or very close to the accident airline s main headquarters / main hub airport), a GO Aircraft carrying the accident airline s GO Team and GO Kit - would be despatched ASAP to the appropriate station (arrival / departure) airport (or otherwise [if latter not available / appropriate for any reason] to the most appropriate GO Team Airport Nearest ) GHA ERP Guideline /

82 The GO Team / Kit is typically made up of trained manpower reinforcements + the associated equipment / resources necessary to support same + supplement local accident response efforts ABCX Airways teams (the GO Team) on board the GO aircraft typically comprise the airline s Air Accident Investigation Team + Support Staff (Forward GO Team) + the Humanitarian Team and the Operations Support & Administration Team (Rear GO Team). The Humanitarian Team will largely consist of the airline s Family (Humanitarian) Assistance Team - whilst the Ops Support & Admin Group would be mainly sourced from airline HQ based Crisis Support Units (CSU) An Inspector of Air Accidents from the Civil Aviation Authority of the State of Registration / Operator of the accident aircraft might also be on board the GO aircraft + selected representatives of the Media (at airline s invitation / discretion for latter) Most CSUs will be required to contribute relatively small numbers of staff (e.g. from Aircraft Engineering, Flight & Cabin Crew Management, Safety, Security, Airport Operations, Finance, Insurance, Legal etc.) + equipment (e.g. aircraft recovery and salvage equipment) to a deployed GO Team. However, the vast majority of any airline GO Team will typically comprise members of the airline s Family (Humanitarian) Assistance Team (if appropriate) - which might number several hundred persons The airline s on-duty Crisis Director should appoint a suitable and senior airline manager (e.g. a fellow, trained Crisis Director or [exceptionally] a trained Crisis Controller) to head the entire Go Team, the generic title of this manager typically being Leader GO Team Note - In appropriate circumstances, it might be necessary for the GO Team to deploy fully and / or partially using surface transport e.g. car, bus, rail, ship Humanitarian Assistance Centre - (see Family Assistance Centre ) GHA ERP Guideline /

83 Humanitarian Assistance Team - HAT (aka Family / Special Assistance Team; Care Team etc.) Note - the most correct, appropriate and preferred term to use here is Humanitarian Assistance Team (HAT). However, the equivalent terms Family or Special Assistance Team, Care Team etc. are still in very common use world-wide. All may generally be used herein (depending on the context) - with broadly the same meaning The HAT comprises specially trained & exercised airline and / or other (e.g. outsourced) personnel providing the initial and on-going (generally [but not always] face to face) humanitarian, welfare, emotional and other support to crisis victims and their associated FR - in the days and weeks (possibly months or even longer in extremis) post crisis. (As used herein the crisis typically relates to a catastrophic aircraft accident type situation). The HAT is manned in many airlines by appropriately trained and exercised volunteers Amongst other duties, the HAT might be described as providing psychological first aid to accident victims and others (e.g. FR of such victims) adversely affected by a particular crisis (Note - airline staff, including HAT members themselves, can and do fall under the category of others ) In the initial phases of an airline HQ / main operating base / airport hub located aircraft accident - the HAT would typically deploy immediately to local (Uninjured) Crew Reception Centres, (Uninjured) Passenger Reception Centres, the RA (A) & RA (O), the FRRC and the FAC (HAC), augmenting and / or taking over from other initial (non-airline) responders where applicable Additionally, the HAT might deploy to hospitals, mortuaries, FR homes etc. (if permitted, safe, culturally acceptable etc.) A HAT must also be capable of deploying as part of any airline provided GO Team - with broadly similar roles and responsibilities to those already described further above Some restrictions on the use of the HAT for an accident away from airline HQ / main operating base or hub location might be e.g. the possibility of long travelling times needed to get to the accident site from HQ location (e.g. 36 to 48 hours in extremis) and, sometimes, local politico / legal / other requirements for the airline involved - e.g. as with accidents occurring in Australia, Brazil, China (incl. Hong Kong), the European Union (Italy, Netherlands & Spain only as at 2018), South Korea, the UAE, the USA etc. In anticipation of long HAT deployment travelling times to a particular station, airport etc. - all local airline / airline rep staff (e.g. traffic, cargo, engineering, commercial and tour operator [charter airlines only] representatives etc.) at such stations / airports - should themselves receive abbreviated (initial and recurrent) HAT training - as provided by the airline or sub-contracted trainer. Periodic exercising in same should also be scheduled and carried out Where HAT operations are mandated e.g. in Australia, Brazil, China, European Union (Italy, Netherlands & Spain only as at 2018), South Korea, the UAE, the USA (and perhaps a very, very small number of other countries), the airline should buy in (pre-arranged) commercial third party / external (local or nearby ) Humanitarian Assistance services where possible - so as to be able to provide a relatively rapid humanitarian assistance team capability - until the airline s own HAT staff can arrive on site to augment and / or take over same. (Note - This paragraph only applies if the accident airline is not main based or headquartered in or very near to any of the countries listed - as appropriate) GHA ERP Guideline /

84 A small but integral part of any airline HAT should be a Peer Support team - which endeavours to link HAT type support in a like on like manner e.g. pilot to pilot; cabin crew to cabin crew; aircraft engineer to aircraft engineer etc. i.e. volunteers from such staff categories become trained HAT members, deploy with the HAT in the usual way and then offer their services to their peers as described above. Of course, they can also be used for general HAT duties if so required Humanitarian Manager (Member of ABCX Airways GO Team) A suitably experienced, senior and specifically trained airline manager, responsible to the airline s Crisis Director (via Leader GO Team) for overall co-ordination and control of all relevant aspects of GO Team emergency response as it relates to people type issues. Such manager might typically be provided by the airline s HR and / or Customer Services departments Immediate Care Team (ICT) An airport based & sourced team capable of rapid crisis response deployment (on airport [+ exceptionally off airport]) - in order to care for and support crisis victims and their family, relatives & friends (FR) ICT manpower is typically provided by a variety of trained on-duty and volunteer Airport staff - e.g. airport operator, airlines (via AOC), GHAs, franchisees (e.g. airport shops), tenants etc. The ICT provides a shorter term response only until other dedicated / specialised teams can take over (e.g. the accident airline s humanitarian [family / special] assistance team) - at which time ICT staff typically revert to their normal airport duties. Due the multi-disciplines of contributing staff, regular ICT training & exercising is essential. The ICT typically deploys to the following locations: Arrivals area(s) of appropriate Terminal(s) The appropriate Passenger Information Desk(s) Uninjured Survivor (Passenger) Reception Centre (Airport Airside) Uninjured Survivor (Crew) Reception Centre (Airport Airside) Family, Relatives & Friends Reception Centre (Airport Landside) Immediate Reuniting Area(s).and, exceptionally, to the hospitals and / or mortuaries used during the crisis Incident (ICAO) - equates to ABCX Airways YELLOW Alert State (Colour Code) An occurrence (other than an aircraft accident or serious incident) associated with the operation of an aircraft (from boarding [with the intention of flight] - to deplaning), which affects, or could affect, the safety of the operation Note - For the purposes of this guideline document only, the term incident (as defined above) shall otherwise be known as a significant incident. Incident response procedures are documented in (separate document in the guidelines series) Crisis Response Planning Manual Part 2 (Aircraft Incident Response). CRPM Part 2 is not the subject of the guideline document which you are now reading GHA ERP Guideline /

85 Inner Cordon (Danger / Hot Zone) Typically a circular, restricted access area (around metre radius), centred on the accident site, and generally accessible by fire and rescue crews and other specifically authorised persons only Integrated Emergency Response Operations Pre-planned and on the day emergency response operations conducted jointly by two or more airlines, the latter usually being subject to some form of appropriate, mutual operational and / or commercial agreement e.g. codeshare, alliance, mutual emergency support etc. Joint Family Support Operations Centre - JFSOC A facility - usually located within or near to the HAC (FAC), from where all parties jointly concerned with the humanitarian, welfare, information and other longer term support and management (post aircraft accident) of Accident Victims and their FR, might operate jointly / together Establishment & payment of / for a JFSOC operation is usually an airline responsibility but is expected to be manned by all interested parties (not just the airline) e.g. Police, Government (appropriate level / department), Medical / Health, Welfare & Social Services, Legal / Regulatory Authorities, Non-Government Organisations (Red Cross / Crescent etc.), Embassy / Consulate Representatives, Faith reps etc. The senior person from the senior organisation (usually local authority or local government) present at the JSFOC will typically be invited by the airline to lead this facility. However, some flexibility is required here if more appropriate (for whatever reason) candidates are available and willing. Specific procedures for FAC and JFSOC operation apply in some countries e.g. typically the USA Leader GO Team - LGT A suitably experienced, senior and specially trained & exercised airline manager - appointed by the accident airline s on-duty Crisis Director, to take overall charge of all component parts of any deployed airline GO Team operation. The LGT will typically be selected on the day from those available in the qualified Crisis Director or (exceptionally) Crisis Controller personnel / staff pools Local Accident Control Centre - LACC For an airline accident at or close to one of its (airline) Stations, the LACC is the location from where the Controller - LACC (latter typically being the accident airline s Station Manager / GHA / other Airline Representative) co-ordinates all local (tactical) airline emergency response activities and information to / from / between airline HQ, the local airport operator, other local authorities (e.g. the Police) etc. The pre-preparation, actual set up and management / operations of the LACC are the responsibility of the airline s local Station Manager / Airline Representative (e.g. GHA / Supervisory Agent). LACCs should be suitably equipped and located (typically located at the airline s / airline representative s main airport (station) office itself) GHA ERP Guideline /

86 For an airline HQ / main operating base / main hub airport located crisis, the LACC will typically be located at the airline s main traffic / ramp (airport services) operations centre (probably inside the associated airport Terminal building) - and suitably senior and experienced airline HQ traffic / ramp / terminal etc. (and / or otherwise airline representative ) personnel will be pre-appointed as potential Controllers-LACC Note well that an airline s Local Accident Control Centre (LACC) is not the same thing as the local airport s Emergency Operations Centre (EOC). The two are different, with different functions and will generally be in different locations at the airport (see also the definition of EOC ) Medical Disaster Centre A pre-designated (off-airport) major medical C4 facility (usually located in a major hospital) - from where all medical / health aspects of a major disaster response (including catastrophic aircraft accident) are managed and co-ordinated by an appropriate team of medical / health specialists Mobile Command Post - MCP (also known e.g. as Forward / Incident Command Post) A tactical Command & Control facility (typically operated from an appropriately modified vehicle) located at or close to an appropriate point on the outer cordon of the accident site. The MCP is typically manned by airport operator staff (including Fire & Rescue personnel). Responding agencies (including airline or airline representative) generally report to the MCP on arrival at outer cordon Mortuary / Temporary Mortuary / Body Holding Area A storage facility for deceased accident victims - which might be as simple as a field, an aircraft hangar, a refrigerated truck container, a frozen fish warehouse etc. (temporary mortuaries) OR purpose built mortuaries in hospitals, at undertakers / funeral directors etc. (permanent mortuaries). When planning for mass fatality incidents - a lack of suitable mortuary facilities and services should be anticipated (where appropriate) and appropriately accounted (pre-planned) for where possible Next of Kin / Closest Relative / Equivalent Person For the purposes of this series of guideline & guideline / template documents, the terms Next of Kin / Closest Relative / Equivalent Person / Emergency Contact etc. typically refers to the closest related person (not being an accident victim) as associated with a specific accident victim. Note that the word related in the last sentence can and does have many different interpretations The whole subject is both complex and suffers (in the context of a catastrophic aircraft accident and similar scenarios) from a distinct lack of clear, explanatory guidance material - mainly because there isn t much of it about. However, the author of the guidelines & guidelines / templates documents series (as associated with this glossary) has made an attempt to clarify this situation. The explanation runs to more than 20 pages so is not suitable for direct inclusion here (but see info at top of next page for how this explanation might be accessed) GHA ERP Guideline /

87 Interested readers will find the associated information article at: When you get to the webpage, scroll down until you find the article entitled: Info Article - Major Air Accident - Next of Kin / Closest Relative / Emergency Contact Person Click on the article to open and read it Operations Support and Administration Manager - (Member of ABCX Airways GO Team) A suitably experienced (operational background), trained and exercised airline manager (appointed by the on-duty Crisis Director) - deploying with the GO Team - tasked with providing expert emergency response support and guidance to the Leader GO Team and to the GO Team as a whole It is likely that such a manager would be found from the airline s own crisis / emergency response planning staff (if available) - otherwise, suitably trained (further, specialist training required) and spare Crisis Controller and / or senior, appropriate Crisis Support Unit staff might typically be used Outer Cordon The outer cordon is typically a circular, restricted access area, having a radius of approximately 200 to 400 metres, centred on the accident site and encircling the inner cordon. Note - The 2 person airline Crash Site Team (CST) will typically report to the Person in Charge at the appropriate command centre facility ( Mobile Command Post ) which will be set up (at an appropriate point on the outer cordon) by the appropriate, responding emergency service(s) Passenger Manifest Verification Task - PMV (Passenger Manifest Reconciliation / Confirmation) A passenger manifest is a list of all persons on board a flight (except for crew and possibly other operational airline staff typically listed on a separate document known as a General Declaration [Crew List]) For the greater majority of reputable passenger carrying airlines the passenger manifest (list) is generally quite accurate (near 100%) - but not absolutely so, mainly due to human error The Passenger Manifest Verification (PMV) procedure involves a variety of corroborating tasks designed to increase the accuracy of a passenger manifest to the greatest extent achievable. This procedure is typically conducted in association with a major aircraft accident The actual corroborating work is generally the responsibility of the Station Manager / GHA / Airline Representative (possibly delegated to staff who actually checked-in the passengers on the accident flight) at the station(s) of last departure of the accident flight - acting under the oversight of the Airport Services / Ground Ops Department s Crisis Support Unit at airline HQ. (See also Appendix D (page 102) and Section 3, Checklist 9) GHA ERP Guideline /

88 ABCX Airways - Passenger Record Card - PRC - (see also attachment 1B to this Glossary for an example) ABCX Airways PRCs (or locally used equivalent forms) are typically only created / used when: A reasonably accurate and complete passenger list / crew list (showing all potential victims on board an accident flight) is available and / or When the information required to start a PRC is provided directly (by accident victims [including any ground victims] themselves [i.e. providing information about themselves]) - circumstances permitting and / or Where one victim provides information indirectly about another victim - in circumstances where the latter person is not present / is unable to provide such information himself / herself This can only be done when the victim [including any ground victim] providing the information has some form of valid relationship / acquaintance etc. with the victim about whom the information is being provided - typically one or other type of (reasonably close) travelling companion; fellow crew member; known ground victim etc. Each accident victim will have only ONE PRC - where all relevant information (for such particular victim) will be recorded. (Note, however, that the single page PRC can typically increase to many pages when appropriate attachments etc. are added - e.g. associated, completed FECs) PRCs might initially contain a name only + the associated flight details (flight number; flight route; scheduled flight date and associated departure / arrival times) Exceptionally, PRCs might be able to be created in the following circumstances: a. Info provided indirectly e.g. from mortuary and / or hospital and / or accident site etc. where a victim s personal documentation (e.g. Passport; Photo ID card; Photo Driving Licence etc.) or other, similar corroborating material / information might be considered in deciding whether or not to create an associated PRC b. Info provided directly by appropriate callers (e.g. valid FR of accident victim concerned) to the accident airline s Emergency Call / Contact / Information Centre (ECC) - in circumstances where the caller has compelling reason to believe that the person being called about actually boarded the accident flight and did not get off before the flight actually took-off c. As per b. above - but now in circumstances where the info provided is given to airline / airline representative / equivalent staff - who are not part of the airline s ECC team d. Info available from completed FECs (e.g. as completed at the FRRC and / or FAC etc.) i.e. in circumstances where FEC derived info indicates that there is compelling reason to believe that the person (who the FEC is about) actually boarded the accident flight and did not get off before the flight actually took-off IMPORTANT: The act of creating a PRC does not in itself confer any status (i.e. dead; injured; uninjured; missing; not known) on the associated victim. However, such victim status will inevitably be recorded sooner or later in the associated PRC GHA ERP Guideline /

89 Airline / airline representative data entry operators (typically a constituent component of the accident airline s ECC) might also enter appropriate information on and / or attached to PRCs, typically updating them with details received from sources such as Passenger Name Records (PNR [from airline s reservations / ticketing {CRS / GDS} system]), airline loyalty scheme (frequent-flyer) records, Advanced Passenger Profiling / Information (APP / API / APIS) security type data etc. CRCs / SRC s / Hospitals / Mortuaries and Similar At the above typical crisis related action locations, where airline and other responders may be dealing with accident victims directly or indirectly, associated information needs to be obtained and recorded by different groups - typically the Police, Immigration, Airport Operator (and possibly others) - and, of course, by the accident airline (or airline rep) itself For this purpose, airlines might want to develop a special hard copy PRC (termed herein the PRC [4 in 1 form ]). This is simply a modified PRC with 3 carbon sheets underneath - each fitted between 3 extra hard copies of the top sheet PRC. Hence a person takes down PRC details of a victim, and then distributes the top original + 3 copies to the various organisations which need the information - including the accident airline itself (the latter should try to retain the original, top sheet version for its own use). Accordingly, the airline PRC (4 in 1 form) should be used at every airline Station, where permitted so to do by the local Authorities The Master PRC During the inevitable confusion associated with early crisis response ops re a catastrophic aircraft accident type scenario, it is also inevitable that (at any particular time) several different PRCs will concurrently exist for the same victim e.g. ECC version; CRC (L) and SRC (L) versions; the version being worked on by data entry operators; hospital versions; versions updated with FEC info etc. Accordingly, someone needs to maintain a master PRC for each, individual victim - said master PRC accurately reflecting (in a timely manner) a consolidated version of all information provided on the various other PRCs in (concurrent) use for that same victim, at a particular point in time. Consequently, it is likely that any particular master PRC will change frequently (as it is updated from the other PRCs) during the early phases of the crisis response The obvious choices of which airline facility should maintain the master PRCs probably come down to either of the airline ECC or the airline CMC. As the ECC will probably start to run down around 3 days or so into the crisis - the CMC should be that obvious choice Automating the above by use of a suitable software programme is today (2018) almost essential Note 1 - In some countries / at some airports, the local equivalents of FEC and PRC forms are provided by the appropriate authorities and / or airports. In such circumstances, it is generally compulsory for only these forms to be used. It is obviously imperative that the accident airline gains access to copies of all such completed forms without delay. The United Kingdom is an example of a state (country) where the compulsory use of the appropriate local forms (as supplied and managed by UK Police) applies. (See Appendix J2 to this document - page 119). Note 2 - See also definition of Family, Relatives & Friends Enquiry Card (FEC) - page 78 GHA ERP Guideline /

90 ABCX Airways - Phone Home / Call Home Scheme In the extremely unlikely event of one of our aircraft being involved in a major emergency and / or accident, the airline will activate an emergency telephone enquiry centre, to respond to calls from relatives and friends of those passengers and crew believed to have been on board the crisis flight (For a catastrophic & high profile aircraft accident, more than 50,000 calls could feasibly be made to this Emergency Call Centre, during the first 24 hours post crisis occurrence) If you are ABCX Airways staff (or from a closely related organisation e.g. ABCX Group) and you are not directly involved with the crisis flight (i.e. you are neither a crew member nor passenger on the incident flight), you can be of great assistance at this time by participating in the Phone Home Scheme which works as follows: On hearing news of an ABCX Airways major aircraft accident, immediately contact your own family, relatives and friends to let them know that you are not involved, and that you are safe and well. You should make these contacts from wherever in the world you happen to be Ask your family, relatives and friends to pass on this information to others in turn, who might also need to be informed that you are not involved (as appropriate and as quickly as possible) Also ask everyone you contact not to call ABCX Airways or the ABCX Airways Emergency Call Centre unless the nature of the call is most urgent If we all do this promptly, thousands of unnecessary calls coming into our Emergency Call Centre will be prevented, thus releasing precious call centre operator time to deal with those most in need The scheme is particularly applicable to crew (pilots, cabin crew etc.) as they form a major part of the airline by number and, furthermore, the nature of their employment sometimes means that family, relatives and friends (of crew) might not always know which flights they are operating and / or in which part of the world they might be IMPORTANT NOTE If you are ABCX Airways staff (or from a closely related organisation e.g. ABCX Group) and you are involved (i.e. you were either a crew member or staff passenger on the incident flight [including for duty travel and / or vacation purposes etc.]) - then (if able to do so) you should also phone home of course as per above. You should additionally try to make contact with airline HQ (by whatever means possible) without delay GHA ERP Guideline /

91 Reconciliation / Reuniting Area (At / On-Airport) - RA / A An identified and generally pre-planned facility (typically located at the accident airport) set aside by the Airport Operator / Police etc. - for the reuniting of FR / MGFR with their associated, uninjured victims from the accident flight. An RA (A) is typically only used in the shorter term post-accident. Provision and operation of an RA (A) is usually an authority (e.g. Police) and / or airport operator responsibility - assisted e.g. by airline / GHA; immediate care team etc. Reconciliation / Reuniting Area (Off-airport) - RA / O A generic term covering locations at which FR / MGFR might be reunited with their relevant, associated victims from the accident flight, if latter not already accomplished at the RA (A) The RA (O) might typically be located in the SRC (L) hotel (for reuniting with uninjured victims); and / or in a hospital (for reuniting with injured victims) and / or in a mortuary - for reuniting with the deceased. Provision of an RA (O) is usually the accident airline s / airline rep s responsibility Rear GO Team (Humanitarian + Operations & Administration Support Teams) The element of the GO Team planned to operate from the nearest suitable civilised location to the accident site. This could range from a Station / Airport to a City to a Town, and possibly even a large or small village. Wherever the location, it should ideally be able to support (insofar as possible) the team s administrative, logistical, accommodation, health & safety, security and other requirements The vast majority of any GO Team will typically comprise the Humanitarian (Family) Assistance Team. For some airlines having sophisticated emergency response systems in place - the GO Team could easily be as large as the seating capacity of the largest GO aircraft available to fly them - typically several hundred persons or possibly many more Note - For an aircraft accident in non-remote circumstances, the concept of the Forward and Rear GO Teams will not apply e.g. for an on-station aircraft accident or one located in an off-airport civilised location, all GO Team staff will simply be known as just the "GO Team" (with no use of the terms Forward or Rear ), regardless of specific duties at and / or near to the actual accident location Serious Incident (ICAO) - equates to ABCX Airways ORANGE Colour Code Alert State An aircraft incident occurring in circumstances where there was a high probability of an accident Note 1 - The difference between an accident and a serious incident lies only in the result Note 2 - Incident response procedures are documented in (separate document in this guidelines series) Crisis Response Planning Manual Part 2 (Aircraft Incident Response). CRPM Part 2 is not the subject of the guideline you are now reading GHA ERP Guideline /

92 Serious Injury (ICAO) An injury, sustained by a person in an accident, which: Requires hospitalisation for more than 48 hours, commencing within seven days from the date on which the injury was received Results in a bone fracture (except simple fractures of nose, fingers, toes etc.) Involves lacerations causing severe bleeding, nerve, muscle or tendon damage Involves internal organ injury Involves 2 nd / 3 rd degree burns, or burns affecting more than 5% of the body surface Involves verified exposure to infectious substances or injurious radiation SITREP (Situation Report) A regular (crisis related) report(s) from higher to lower authority and vice versa. The purpose of the SITREP is to pass relevant and current crisis information quickly and, where necessary, to a wide list of information receivers, in a generally standardised format Social Media Social Networking (Media) includes e.g. Twitter ; Facebook and YOUTUBE. There are more Within Crisis Communications the use of Social Networking / Media has today supplemented and (in some circumstances) even replaced the use of the dark site as one of the primary tools for dealing with media response at time of crisis. It (social media) can also be used as a supplementary tool to respond to public type enquiries at time of crisis (i.e. supplementing but never replacing an airline s emergency (telephone) call / contact / information centre [ECC]) Whilst crisis response use of Social Media should be considered to be a powerful and essential tool, its misuse can have adverse impacts on the various aspects of the crisis response with which it is associated (Airline / GHA) Station Definition 1 An airline station (sometimes also known as outstation, out-port etc.) is a general term for any airport on an airline s published network of (usually regular [scheduled]) destination airports Airlines are generally required to produce their own (airline) ERPs for each station operated to - with each such ERP being typically being based on the appropriate airport s AEP associated with that station. Furthermore, where a contracted GHA serves a client airline at a particular station (airport) - then the term station can be generally used and interpreted in the same way by the GHA - as it is by the airline, and such usage has been assumed in this guideline document For example - a station ERP can be produced by an airline; by a GHA on behalf of a client airline or by a mix of the two. For example - a station Local Accident Control Centre can be set up and operated by an airline; by a contracted GHA on behalf of that airline or via a mix of both. For example - a station Crash Site Team can be provided & deployed by an airline; by a contracted GHA on behalf of that airline or via a mix of both GHA ERP Guideline /

93 For a number of valid reasons, emergency response planning for an airline station (of all the component parts making up an airline s entire emergency response plan) might be considered the most difficult to accomplish to the required standard. This is also generally applicable to GHAs producing, maintaining and invoking ERPs on behalf of client airlines at any particular station / airport (Airline / GHA) Station Definition 2 Additional Explanatory Material - For airline and GHA ERP purposes the last definition above needs expanding i.e. it now also includes any airport (landing airport) at which an aircraft intends (or is forced) to land / attempt to land - whether it be on the carrier / operator s regular route network (if it has one) or not; planned for or not etc. Some examples: Diversions to alternate or emergency use airports Air Carriers / Operators not having a regular route network (charter flights; business / corporate aviation; industry aviation [e.g. mining; oil] etc.) Furthermore, it ( station / landing airport ) now also includes the geographical area in the vicinity of an associated airport - the meaning of vicinity as used here remaining purposely vague When this geographical area becomes too large for the station / GHA / landing airport to possibly and / or practicably provide emergency response assistance beyond the boundaries of same, then provision of such assistance (very generally speaking and from the air carrier / aircraft operator viewpoint) becomes the prime responsibility of the air carrier / operator s GO Team, typically deploying from airline HQ location. Note, however, that in such circumstances an associated station / landing airport might still be able to provide some form of support for such GO Team from a distance e.g. facilitation services, translation services, briefing on local customs and culture etc. Supervisory Agent At some airports (typically secondary and remote type airports) the ground handling services available may not be considered (by customer airlines, other aircraft operators etc.) to be up to the standard that they would prefer, if given a choice (e.g. at some regional airports in France, ground handling is provided by the local Chamber of Commerce ) In such circumstances the airline etc. might wish to engage the services of a specialist company (typically being a full service, fully licenced etc. GHA - but now assuming the title supervisory agent ) to supervise the provision of available ground services, as stated in the para above The supervisory agent is typically based in a suitable location, from where it can support local ground handling and related operations Whilst this incurs extra costs, the payoff typically (but not always) includes a smoother and more reliable ground handling service and enhanced safety and security of operations GHA ERP Guideline /

94 (Uninjured Passenger) Survivor Reception Centre (Airside) - SRC (A) (Uninjured Passenger) Survivor Reception Centre (Landside) - SRC (L) All uninjured (or non-hospitalised) passenger survivors of an aircraft accident will generally be transported from Triage or the uninjured holding area (at the accident site) to a further holding area (the SRC [A]) - located at a suitable and predesignated airport (airside) facility This facility location must be airside at this early stage of the crisis - as local law enforcement / security agencies will invariably assume that a crime has been committed, until they are sure that this is not the case (as appropriate) Consequently, all uninjured survivors are regarded as potential criminals and / or potential crime witnesses and must, therefore, be contained. Hence the reason why the uninjured survivors cannot generally be permitted to leave airport airside (go airport landside) immediately Note - the same applies to the uninjured accident flight s crew, except that they should be ideally contained in a physically, separate location from the uninjured survivors i.e. in the CRC (A) - if possible Essentially, the SRC (A) location should have adequate facilities to hold up to xxx uninjured survivors, with adequate security, catering, toilets, telephones, airline amenity kits, blankets, emergency clothing and footwear, heating / cooling etc. - ideally supplied. Note - the capacity of the SRC (A) should be based on the largest / highest maximum seating configuration of any aircraft serving the airport concerned e.g. for an Airbus A380 a capacity of approximately 600 persons is required Airport / Airline or Airline Rep / GHA / HAT / ICT / Police / Immigration / other staff and volunteers etc. - provide humanitarian, welfare and other support to the uninjured passenger survivors at the SRC (A), whilst capturing important information onto airline produced hard copy forms (4 in 1 PRCs) or local equivalents - which would then be distributed to the relevant authorities (Immigration, Police, Airport Authority etc.). Completed PRCs are also forwarded to the airline HQ s Crisis Management Centre - usually via the airline s local Station LACC Once (if) the authorities have established there has been no crime associated with the accident, all uninjured passenger survivors should be released from the SRC (A) - into airline care" and on to airport landside and then off-airport access The airline (or airline representative) should then offer uninjured passenger survivors transportation from the SRC (A) to the (Uninjured Passenger) Survivor Reception Centre (Landside) - SRC (L) which is usually a hotel typically (but not always) located reasonably close to the airport - and with which the airline would have made prior arrangements At the SRC (L) - local staff, volunteers etc. (+ the airline s Humanitarian Assistance Team when it eventually arrives on site) will continue to provide humanitarian, welfare, financial, security & other support to uninjured passenger survivors. It is here also, that FR will usually be reunited with their associated uninjured survivors (if possible), if this had not already been done at the airport RA (A) GHA ERP Guideline /

95 Uninjured passenger survivors not wishing to go to the SRC (L) will be provided with suitable transportation and escort to local residence / other accommodation - or arrangements will be made by the airline for them to continue their journey, return to original departure point or to travel to other destinations etc. as required ABCX Airways Station Managers / GHAs / airline representatives are required to pre-identify and pre-arrange for an SRC (A) and an SRC (L) as part of their local emergency response plan preparations. This information is to be documented in the ABCX Airways Emergency Response Plan for the particular Station concerned Many (but not all by any means) Airport Operators will already have made provision for an SRC (A) within their own airport emergency plans. If this has not been done, the local station manager / GHA / airline representative should lobby (typically via the local AOC) for such a facility to be established Lastly, for off-airport emergencies where use of on-airport facilities is not available, the general principles of setting up and operating equivalents of the SRC (A) & SRC (L) should be followed and adapted insofar as possible, circumstances on the day so permitting Triage For an explanation of the triage process please follow the below link: When you get there, scroll down the list of information articles until you find the one entitled: * Information Article - Triage Click on the word Triage to open and read the article GHA ERP Guideline /

96 Deliberately Blank GHA ERP Guideline /

97 Deliberately Blank GHA ERP Guideline /

98 Deliberately Blank GHA ERP Guideline /

99 Victim (can also be known as Person Directly Affected - PDA and other, appropriate terms. [ PDA has been trademarked by Kenyon International Emergency Services]) For aircraft accident purposes, victim is a term used herein, referring collectively to all on board the aircraft (air victims) - together with any other persons directly involved as a result of the accident i.e. the latter referring specifically herein to ground victims - being those killed, injured and / or traumatised as a direct result of the accident aircraft hitting the ground or similar / equivalent event. (Note that the term victim does not refer to the dead alone nor is it a term which should be associated with others who might be termed herein as indirectly involved (no matter how closely) by the emergency e.g. family, relatives & friends (FR) of victims - where such FR had not been travelling on board the accident flight - and who cannot be classified as ground victims) Volunteers A term used herein to describe specially trained airline and / or airport and similar staff who might e.g. man an airline / airport Emergency Call / Contact / Information Centre (ECC) or form the airline / airport Humanitarian Assistance Team - in the event of a major crisis (generally aircraft related) END OF GLOSSARY Note - attachments 1A to 1C to this GLOSSARY (Section 4) are shown on the next three pages GHA ERP Guideline /

100 Attachment 1A to Glossary / ABCX Airways - FAMILY, RELATIVES & FRIENDS ENQUIRY CARD FEC Flight Flight No Date of Flight Route Details of the person (i.e. the person reporting / providing information herein about a possible Victim) Full Name Telephone Contacts (Country code + area code + No) Home Address / Equivalent What is person s preferred Language Relationship to Victim Has person already had contact with the victim (e.g. by mobile phone, text, face to face etc.) Details of the possible Victim as provided by the person reporting First / Other Last /Family Name Names Known by any Other Names? Male/Female/Child / Nationality Infant Existing Medical problems (if any) Other information (e.g. skin / hair/ eye colour, marks / scars / tattoos) etc. Total Journey Details of Victim (all sectors) as known to person reporting Other persons believed to be travelling with this Victim (as known to person reporting ) Religion Last/Family Name First/Other Name(s) Relationship to this Victim Closest relative of this Victim (Next of Kin) if known to person reporting Full Name Contact Details & Address (Show country, area code + No.) Relationship Remarks / Notes: (Continue on separate sheet if necessary) Form completed by - Name / Contact: Date/Time: Note: If more space needed to enter information, use separate sheet(s) of paper & attach securely to FEC GHA ERP Guideline /

101 Attachment 1B to Glossary / ABCX Airways - (4 in 1) PASSENGER/CREW (VICTIM) RECORD CARD PRC Flight No Flight Date Flight Route Details of the Victim i.e. the person who this PRC is about First / Other Last / Family Name Names Known by any Other Names? Type of Victim: (Flight Crew, Cabin Crew, Passenger, Positioning Crew / Staff, Ground Victim etc.) Male/Female/ Nationality Child/Infant Existing Medical Problems (if any) Total Journey Details (all sectors) Home Address Alternate Address Religion Date of Birth Telephone Contacts - Country & area code + No Preferred Language Victim Status - Missing Un-injured Hospitalised (non-life threatening) Hospitalised (life threatening) Dead Unknown Victim s Current Location Victim s Intentions: Passport # Other persons believed to be travelling with this Victim Travel to local address Continue Journey Proceed to SRC (L) Other (Provide Details) Issue Date Expiry Date Issue place Last Name First Name(s) Relationship to this Victim Known closest relative/next of Kin of this Victim Full Name Contact No s & Address (include country & area code) Relationship Meeter/Greeter info (person[s] meeting this Victim) Full Name Contact Details (include country & area code) Relationship Remarks / Notes: (Continue on separate sheet if necessary) Form completed by - Name / Contact Date/Time: Note: If more space needed for information, use separate sheet(s) of paper & securely attach to PRC GHA ERP Guideline /

102 Attachment 1C to Glossary - Notes on use of FEC and PRC (Forms) A specific information article (separate document) has been produced re how the FEC and PRC forms might be best used. This information article can be found at: When you get to the above web page, scroll down until you find the information article entitled: * Victim Record Card & Family, Relatives & Friends Enquiry Card Click on this * information article to open and read it * Note the above information article uses the term Victim Record Card. Apart from the title, the Victim Record Card is identical to the Passenger Record Card in all ways IMPORTANT NOTE For amplification / explanatory purposes, please note that e.g. the UK Authorities (i.e. the UK Police) will not permit use of the airline FEC and PRC at UK airports. Instead, the UK Police will use their own Survivor / Evacuee Form (equivalent of the airline PRC) and MISPER form (equivalent of the FEC) A similar principle applies in a relatively small number of other countries and airports etc. - where the appropriate authorities etc. provide their own equivalent forms - and will not permit use of airline produced / specific forms It is anticipated, however, that use of the airline produced FEC and PRC will be permitted at many (probably the vast majority of) airports / locations around the world - where no local equivalent forms exist whatsoever (which is the reality as at 2018) See also appendices J1 & J2 of this document (starts page 117) for examples of these UK Police Forms GHA ERP Guideline /

103 Appendix D to GHA ERP Guideline (note that an Appendix C has not been used in this document) Crew List (GD) & Passenger List (Passenger Manifest) - Verification Procedure - General GENERAL INFORMATION Crew List (GD) The airline will typically manage the simple and quick task of verifying the accident flight s crew list (sometimes also known as a General Declaration - GD ) via its Operations Control & Crew Control departments at airline HQ - together with input from the airline s Station Manager / representative - at the station(s) of last departure of the accident flight. Once verified, the final crew list should be passed without delay to the airline team centrally overseeing the entire verification process i.e. typically to the airline s Airports Department (known in some airlines as ground operations ) - Crisis Support Unit duty person - typically located in the airline s Crisis Management Centre at airline HQ Note - extra care must be taken to account for any last minute crew changes at the departure station(s) (e.g. due sickness, which may be known to local station staff [typically Station Manager / Ground Handling Agent etc.] - but which may [e.g. due to human error] have not been passed on to airline HQ). Care is also required to ensure that persons seated on cockpit jump seats - and cabin crew seats in the main cabin (i.e. mainly certain authorised staff on duty travel - not able to take a normal passenger seat for whatever reason) are adequately accounted for Passenger List (Passenger Manifest) For professionally run / quality airlines, the accident flight s passenger manifest (where one is required e.g. by legislation, regulation, best practice etc.) will almost always be available - and will almost always be very accurate, but not necessarily 100% so. For other airlines, this may not be the case for a number of reasons. Lastly, circumstances beyond any airline s control might lead to a passenger manifest not being available at all OR - if available, not being quickly available; not being accurate etc. Assuming that ABCX Airways fits into the former (first) category above, it will be necessary to further check (verify / reconcile / confirm) the most accurate passenger manifest list available (however it might have been produced / obtained), in order to thus make it as close to 100% accurate and complete, as possible This process / procedure is generally known by the term Passenger Manifest Verification or Reconciliation or Confirmation (PMV) - and typically involves the use of independent, corroborating information to further enhance the accuracy of said manifest. There are several ways of achieving this - generally in combination (and as available): Airlines Using Normal Paper Tickets (Ticket Coupons) and Boarding Cards Pulled Ticket Coupons Collect the ticket coupons which will have been taken (pulled) from the accident flight s checked-in passenger tickets (i.e. as they checked in) - and arrange them (by last name) in alphabetical order GHA ERP Guideline /

104 Now check each pulled ticket coupon, one by one, and find the corresponding name on the most accurate and current passenger manifest list available (most passenger manifest lists show names alphabetically - by last name [surname or family name] - followed by first name(s) or initials If a coupon name matches a manifest name more or less exactly, then the latter may be considered to be potentially verified and that particular person is potentially assumed to have been actually on board the accident flight aircraft - unless there is other evidence to believe otherwise. This potential verification is then combined with other forms of potential verification from different sources - if available (e.g. boarding card information) - to eventually further confirm the verification Repeat the process for all remaining coupons. As batches (e.g. 10 at a time) of names are verified, pass on this information without delay to the airline HQ s Crisis Management Centre by telephone, backed up by , FAX, SITA message etc. At the end of the procedure, list all names on the manifest which were unable to be potentially verified, for whatever reason (but give the reason if possible e.g. conflicting spellings / gender; missing etc.). Try again (one more time) to make a match with these remaining unverified names Finally, pass the list of any remaining unverified names to the airline HQ s Crisis Management Centre by telephone, backed up by , FAX, SITA message etc. Note - It is acknowledged here that very few airlines still (2018) use ticket coupons during normal operations. The information provided above will be removed when the world-wide use of ticket coupons ceases Boarding Cards Carry out a similar process to that described above for ticket coupons - but this time using the airline retained portion of boarding cards Note - A portion of the old fashioned boarding card is typically retained by the airline as the passenger leaves the departure gate in order to board the aircraft. The other portion (the stub) is typically retained by the passenger for presentation to the cabin crew on entering the aircraft Alternatively, the complete boarding card can be fed by gate staff into an automated gate reader which sends boarded information to the airline s DCS (Departure Control System) - where it is used to compile the boarded passenger list for the flight. A later variation involves scanning of a bar code on the boarding card. In such cases the boarded passenger list can generally be assumed to be the most accurate and current passenger list available at that point in time Airlines using E Tickets Boarding cards may still be issued for customers checking-in with E Tickets - therefore, the boarding card process already described above may be followed. Alternatively, the E ticket itself (as printed by the passenger - typically after receipt via the internet) often now serves as the boarding card - with the E ticket bar code scanned on boarding - as also described further above. Furthermore, it is now possible to have an E Ticket (including integrated boarding pass) stored e.g. on personal, mobile electronic devices such as smart phones etc. This electronic information is read on check-in, on boarding etc. - and updated once the flight departs GHA ERP Guideline /

105 Additionally, the computer system storing all such E Ticket data is generally updated (by the Departure Control System [DCS] in use at the departure airport) at each stage of the process of getting the customer through the airport and into the air i.e. after check-in; after boarding and after the aircraft has actually departed (flown) Therefore, this data must be obtained and also used as an integral part of the verification crosschecking process - where appropriate. In fact, in the circumstances describe above, the flown passenger list may effectively be regarded as being almost 100% confirmed / verified by default BUT - as human error can never adequately be accounted for - corroborating measures should still be used as described herein Note - the boarded passenger list and the flown passenger list will be the same unless a passenger subsequently leaves the aircraft after boarding has taken place - but before take-off (rare but possible). In such circumstances the flown passenger list should be corrected accordingly - but there is a risk here that this might not be done - most probably due to human error Additions, Deletions and other Changes Ensure that any additions and / or deletions list - ADL and last minute changes - LMC type information concerning all on board has been collected and accounted for when conducting the verification process. Human error is again the danger here as any actual additions, deletions or other changes may not have been recorded and / or been recorded inaccurately (usually inadvertently of course) Accordingly, it will usually be necessary to personally contact all appropriate persons who had been involved with the complete check-in and boarding process for the accident flight - to try to confirm with them that all actual additions, deletions or other changes (if any) were accounted for in the required manner Other Sources of Corroborating Information / Data Includes loyalty scheme (frequent flyer) type records, Advance Passenger Information - API / APIS (security) type data, immigration records, reservation (ticket booking) records, Information subsequently provided by family, relatives and friends associated with accident flight s passengers etc. (This list is not exhaustive) No Passenger Manifest Available In some circumstances it is possible that no passenger manifest will be available. There are a number of reasons why this might be so. Whatever the reason, PMV procedure is accordingly going to be much more difficult (and impossible in some circumstances) to apply effectively and efficiently. Nevertheless, there will usually be some form of corroborating information (as to who was on board) available somewhere and, where circumstances permit - such information must still be sought and used GHA ERP Guideline /

106 WHY VERIFY? Apart from the obvious humanitarian reason for requiring the most accurate list available of all persons on board an accident flight (and also for legal reasons in some jurisdictions e.g. USA, Brazil, European Union etc.) - some airlines use the verification status to guide what information can be provided to enquiring family, relatives and friends (FR) - i.e. regarding whether or not the person (potential victim) being enquired about is believed to be on board the accident flight - or not For example, if a name being enquired about appears on an unverified passenger list - the airline response to enquiring FR might typically be: The name of the person you are enquiring about appears on the passenger list for this flight - but this does not necessarily mean that this person was actually on board the flight. We are checking further on this matter and will contact you immediately we have more information.... For example, if a name being enquired about appears on a verified passenger list the airline response might typically be: To the best of our belief the person you are enquiring about was on board this flight. We are checking further to try to obtain further confirmation of this, together with finding out the condition and location of this person, if appropriate. We will contact you immediately we have more information... LOCATIONS at which PMV TASK should be PERFORMED Accident Flight s Station(s) (Airport[s]) of Last Departure For passenger airlines still using paper boarding cards (whether individual cards or as an integral part of a paper E Ticket) and (much more rarely in 2018) paper ticket coupons - the PMV is generally best conducted at the station(s) (airport[s]) of last departure of the accident flight, as this is where such corroborating paper documentation is typically stored - until such time as it might be routinely forwarded to airline HQ and / or destroyed It is also likely that such station(s) also has access to associated loyalty scheme and API / APIS data (and, if not, the latter two can probably be easily and quickly obtained from airline HQ). Immigration records, ADLs and LMCs should similarly be locally available - where appropriate For multi-sector flights (e.g. airports A to B to C etc. - usually under the same flight number) all appropriate departure stations will need to carry out their own, individual part / portion of the overall PMV process. This entire process should be centrally overseen and co-ordinated by the appropriate staff at airline HQ The main disadvantage of the above system generally relates to a lack of manpower at station (airport) level - both in terms of availability and appropriate training / exercising GHA ERP Guideline /

107 Airline HQ For passenger airlines operating what might be termed ticketless operations - it is typically more advantageous to perform the PMV at the airline HQ location itself - as the vast majority of corroborating (usually electronic ) data should already be available at this location. The small amount of data that may not be centrally held is generally (but not always) capable of being obtained very quickly - provided the associated processes / procedures are already in place The main advantage of the above system generally relates to the adequate provision of trained and exercised manpower at airline HQ ABCX Airways - PAX MANIFEST & CREW LIST VERIFICATION - a suggested PROCEDURE Passenger Manifest For associated checklist - see page 34 of this document 1. A verified passenger manifest for the accident flight shall be made available to the Crisis Management Centre (CMC) at airline HQ, within a target time of 1.5 hours (or sooner) of initial crisis notification being made to the airline. This information is to be forwarded by the CMC, in turn & without delay, to the airline s Emergency (Telephone) Call Centre facility 2. All Airports (Ground Ops) Crisis Support Unit (CSU) staff at airline HQ plus all airline Station Airports Services (Traffic / Ramp / Terminal etc.) staff (including GHAs [Airline Representatives] & others TBA) - shall be pre-trained and exercised in the PMV task. The training (initial and recurrent) and exercising process shall be overseen by the Airports HQ CSU at airline HQ. Documented records of training and exercising shall be maintained 3. As the PMV task progresses, the person in charge locally (usually at accident flight s station of last departure) shall regularly contact the airline CMC s Airports CSU rep at airline HQ at e.g minute intervals (via departure Station s own airline crisis command & control centre [LACC] if required), to advise of those passenger names for which it was not possible to make verification - up to that specific point / time in the PMV process. For each of these contacts with airline HQ - be sure to advise the latter of the last name on the manifest which has been reached in the process - up to the time of each such specific contact being made 4. Plans must be in place to also verify crew and other personnel who may not show by name (for whatever reason e.g. typically due human error) on any of the Passenger Manifest, the General Declaration (Crew List) or any other related documentation such as ADLs (Addition / Deletion Lists); LMCs (Last Minute Changes) etc. Be very careful to account for everyone here - e.g. Jump Seat passenger(s); Duty (Business) Travel passenger(s); Positioning crew & engineers; Persons accompanying human remains; Unaccompanied Minors, Infants etc. 5. Where applicable, suitable and appropriate, procedures must also be put in place to verify those parts of a passenger manifest where boarding cards have been pre-issued as an integral part of an E ticket - whether in paper and / or electronic / digital formats GHA ERP Guideline /

108 Important: It is imperative that any accident flight be PD d (i.e. standard airline Post Departure procedure enacted / completed) immediately upon notification of the accident to the Station(s) of last departure for the accident flight (i.e. if PD procedure not already enacted). This is required to ensure that all departure messages concerning the accident flight have been / will be transmitted (including transmission of load messages etc.) This PD task is to be completed by the appropriate traffic / ramp staff from the airline and / or the GHA representing the airline. Airports / Ground Ops HQ CSU at airline HQ shall make appropriate arrangements for Station Managers and GHAs to include this requirement in their own local (station) emergency response procedures for ABCX Airways Crew List (General Declaration) The 24H Operations Control Centre Duty Manager at airline HQ shall accomplish the crew verification task by working with the airline HQ s crewing department. The task is very simple and quick - merely requiring Crew Control to confirm or amend the crew names on the Crew List / General Declaration - in order to reflect accurately the crew which actually manned the accident flight. The verified crew list is then to be forwarded to the CMC at airline HQ without delay The station of last departure of the accident flight must also be consulted in this process to ensure that any crew change information which might be known only to the station is accounted for e.g. last minute cabin crew change at the station due sickness - but where this information had not been passed on (for whatever reason - usually human error) to airline HQ FURTHER READING For a more in-depth look at how the PMV process can impact (beneficially and adversely) on accident victims and their * associated, non-involved family, relatives & friends - please follow the below link: * Note - the term associated, non-involved family, relatives and friends as used above - refers to the family, relatives and friends (of accident victims) who were not travelling on board the accident flight When the webpage opens, scroll down the list of information articles displayed until you get to the one entitled: * Information Article - Guidance for Victims & Families etc. following a Catastrophic Aircraft Accident i.e. what happens next? Click on the article to open it - and then find and read Section 11 entitled: GHA ERP Guideline /

109 Appendix E to GHA ERP Guideline Examples of Pre-prepared Information Cards for Use in SRC (A), SRC (L), FRRC and FAC Airline Stations are strongly advised to pre-prepare Information Cards for use by crisis victims in SRC (A) and SRC (L) and by FR / MGFR in FRRC and / or FAC and / or equivalent facilities The cards must be produced in English - but may also be produced in as many additional languages as might be considered suitable/effective. However, and in order to avoid potential confusion, it is suggested that a maximum of only one other language is used in such circumstances The use of such cards will provide immediate information to all victims / FR etc. on what will be happening to them in the immediate and very near futures - thus freeing attending staff of this task so that they can address higher priority matters Stations are free to alter the wording of the generic sample cards which follow, to suit local circumstances Information cards should be printed in sufficient numbers based on the absolute maximum estimated to be required when set against a * worst case scenario. Cards should be strategically stored at a location which will permit rapid distribution during crisis e.g. in the appropriate emergency bags / boxes / folders * For example, where the airport concerned operates max seating capacity A380 aircraft and also where it is common for very large numbers of MGFR to be present in / near to the arrivals terminal to meet arriving passengers Note 1 - The information cards should also be used (adapted) for use with regard to crew and their associated Family, Relatives and Friends - as required Note 2 - there will be no requirement for the airline or airline representative to produce such information cards - where the local airport emergency plan or equivalent has already provided for similar documentation to be available for on- airport based reception centres [(CRC (A), SRC (A) and the FRRC)] - provided that the quality, content and context of same is fit for purpose However, the airline or airline representative must still produce and use such info cards for off-airport reception centres i.e. the CRC (L), SRC (L) and HAC GHA ERP Guideline /

110 Uninjured Survivor (Passenger) Reception Centre - Airside - at Airport - SRC (A) This Centre has been set up to support you. The Centre comprises (describe here the Centre s layout and available facilities / resources etc. - as appropriate) Airline & other personnel (describe here who else comprises other personnel e.g. GHA, Airport Operator, Police, Volunteers, etc.) will staff this Centre. They will be responsible for your welfare and for making other arrangements to look after you whilst you are here All staff in this Centre come under the authority of the (insert here details e.g. Police, Airport Operator, Security Services etc.) who have certain legal and other obligations to carry out. This might lead to some delay in you being able to leave this Centre Your patience, tolerance and understanding are most respectfully requested, as there is no alternative to the above process. However, be assured that all concerned are aware of the urgency of moving you to more comfortable surroundings as soon as possible Arrangements will be made to try to notify your family, relatives and friends (including any who had been travelling with you but are not with you here) of your circumstances Someone will assist you to complete a form known as a (insert details here e.g. ABCX Airways Passenger Record Card or other local equivalent form - as applicable). You might also need to complete additional forms. Again, please be as patient and tolerant as possible as all (you and the Staff) will be subject to very stressful circumstances If possible, we request that you also try to contact your family, relatives and / or friends as soon as you can to advise them of your circumstances, for example by using mobile or public phones, SMS text, etc. If you have already done this, please advise Centre staff ASAP. If not, tell staff when (if) you have done this - (as appropriate) If necessary, airline and other staff will try to arrange for you to be re-united with any family, relatives and friends as soon as is practicably possible - including any that you might have been travelling with but who are not with you here If you wish to speak with a religious / faith representative, please advise Centre staff On eventually leaving this Centre, airline staff / others will try to assist you further e.g. you might be offered the opportunities to either proceed to your home address (either in country or elsewhere); or to carry on with your original journey (as applicable); or be transported to a special, local facility, provided by the airline, where further support / information and other associated services can be provided to you Before leaving this Centre, we request that you provide staff with details of where you intend to proceed to, together with relevant & reliable contact information (address, telephone numbers, etc.) if appropriate Your interests are paramount to us at this time. Please do not hesitate to ask for clarification of any of the above GHA ERP Guideline /

111 Family, Relatives & Friends Reception Centre - Landside - at airport FRRC or equivalent facility This Centre has been set up to support you. The Centre comprises (describe here the Centre s layout and available facilities / resources etc. - as appropriate) Airline & other personnel (describe here who else comprises other personnel e.g. GHA, Airport Operator, Police, Volunteers, etc.) will staff this Centre. They will be responsible for your welfare and for making other arrangements to look after you whilst you are here All in this Centre come under the responsibility of the (insert here details e.g. Police, Airport Operator, Security Services etc.) who have certain obligations to perform. They are responsible for ensuring that only those with a genuine relationship to those who might have been on board the incident flight are in this Centre. If you should not be here, please leave the Centre now. If you are aware of others that should not be in this Centre, please advise Centre staff immediately You will be assisted to complete a form known as a (insert details here e.g. ABCX Airways Family, Relatives & Friends Enquiry Card or other equivalent local form, as applicable). The completed form will enable Centre staff to pass on your information to others who will use it e.g. to assist in positively identifying all those on board the incident flight Such information might also assist in the eventual re-uniting process (if possible) between you and the person(s) you are enquiring about (as applicable). This might take some time, so your understanding, patience and tolerance is please requested, despite the very stressful circumstances If possible, we request that you try as soon as you can to contact your family, relatives and / or friends from the incident flight - for example by using mobile or public phones, SMS text, etc. If you have already done this, please advise Centre staff ASAP. If not, tell staff when (if) you have done this - (as appropriate) If you wish to speak with a religious or faith representative, please advise Centre staff Once you leave this Centre, airline staff and others will try to assist you further if you so require. You might e.g. choose to either proceed to your home address if it is relatively nearby - or proceed to a special facility (provided by the airline and known as a Humanitarian Assistance Centre ) where further support, information and other assistance can be provided to you You may leave this Centre at any time Before leaving this Centre, we request that you provide staff with details of where you intend to proceed to, together with relevant & reliable contact information (address, telephone numbers, etc.) if appropriate Your interests are paramount to us at this time. Please do not hesitate to ask for clarification of any of the above GHA ERP Guideline /

112 Uninjured Survivor (Passenger) Reception Centre - Landside - near Airport location / SRC (L) ABCX Airways has set up this Centre to support you The Centre comprises (describe here the layout of the Centre, including location of toilets, public phones, provision of catering facilities etc. as appropriate. If the Centre is a hotel (as it typically should be), describe hotel facilities here and what arrangements have been made by the airline, with the hotel, for the support of uninjured survivors e.g. accommodation, food and beverage, telephone use and internet access, transportation, childcare, housekeeping, leisure facilities etc.) Airline staff and others (describe who else comprises others e.g. GHA, Police, Volunteers, Hotel Staff, Humanitarian Assistance Team etc.) will assist you at this Centre e.g. they will be responsible for your welfare, the provision of appropriate information and for making other suitable arrangements to look after you whilst you are here If you did not complete an ABCX Airways Passenger Record Card (or an equivalent form) before leaving the airport, please advise Centre staff of this now and they will arrange for someone to complete the form with you as soon as possible. Correct and full completion of this form will assist us in speedily notifying your family, relatives and friends (including any you had been travelling with [if possible] but who are not with you now) of your circumstances Please also try to contact your family, relatives and friends yourself as soon as you can to advise them of your circumstances - for example by using mobile or hotel / public phones, SMS text, etc. If you have already done this, please advise Centre staff ASAP. If not, tell staff when (if) you have done this (as appropriate) If necessary and feasible / possible, airline and other staff will try to arrange for you to be re-united with family, relatives and / or friends (including any that you had been travelling with but who are not with you now) as soon as is practicable If you wish to speak with a religious or faith representative, please advise Centre staff Once you leave this Centre, airline staff will try, to the best of their ability, to assist you further, if possible and practicable, and depending on circumstances and your wishes. For example, you might be offered the opportunities to be conveyed to your home address if it is in country; or carry on with your journey if applicable; or return to your journey start point etc. Before leaving this Centre, we request that you provide staff with details of where you intend to proceed to, together with relevant & reliable contact information (address, telephone numbers, etc.) if appropriate Your interests are paramount to us at this time. Please do not hesitate to ask for clarification of any of the above GHA ERP Guideline /

113 Humanitarian (Family) Assistance Centre - Landside - near airport location / HAC ABCX Airways has set up this Centre to support you. The Centre comprises (describe here the layout of the Centre, including location of toilets, public phones, provision of catering facilities etc. as appropriate. If the Centre is a hotel (as it typically should be), describe hotel facilities here and what arrangements have been made by the airline, with the hotel, for the support of FR e.g. accommodation, food and beverage, telephone use and internet access, transportation, childcare, housekeeping, leisure facilities etc.) Airline staff and others (describe who else comprises others e.g. GHA, Police, Volunteers, Hotel Staff, Humanitarian Assistance Team etc.) will assist you at this Centre e.g. they will be responsible for your welfare, the provision of appropriate information and for making other suitable arrangements to look after you whilst you are here If you have not yet completed an ABCX Airways Family, Relatives & Friends Enquiry Card (or an equivalent form), please advise one of the Centre staff now and they will arrange for someone to complete the form with you. Correct and full completion of this form will assist us in reuniting you with your family, relatives and friends from the incident flight, if possible If not already done, please also try to contact such family, relatives and friends (from the incident flight) yourself as soon as you can - for example by using mobile or hotel / public phones, SMS text, etc. If you have already done this, please advise Centre staff ASAP. If not, tell staff when (if) you have done this (as appropriate) If you wish to speak with a religious or faith representative, please advise Centre staff You may leave this Centre at any time Once you leave this Centre, airline staff will try, to the best of their ability, to assist you further. For example, you might wish be conveyed / returned to your home address - wherever that might be. Regular (at least daily) briefings will be held at the HAC - providing information related to the ongoing incident response and similar. We will advise you of the timings of such briefings. If you are not accommodated at the HAC but live relatively close by, we will provide return transport for you to attend such briefings. Otherwise, it might be possible for you to view such briefings via videoconferencing or equivalent facility Before leaving this Centre, we request that you provide staff with details of where you intend to proceed to, together with relevant & reliable contact information (address, telephone numbers, etc.) if appropriate Your interests are paramount to us at this time. Please do not hesitate to ask for clarification of any of the above GHA ERP Guideline /

114 Appendix F to GHA ERP Guideline Deliberately Blank GHA ERP Guideline /

115 Appendix G to GHA ERP Guideline Cascade Callout Tree Alerting (Notification / Callout) System - Typical Example One of the simplest types of alerting & activation system would require the person commencing the alert (e.g. person A) to make telephone calls to persons B, C, D, E and F etc. In turn, person B would then pass on the alerting message to persons 1, 2, 3, 4, 5 etc. Person C would pass on the alerting message to a different group of persons than those contacted by person B - say persons 11, 12, 13, 14, etc. - and so on - until the full list of persons to be alerted has been contacted At the letters level shown above (B, C, D, E etc.) - if a person to be contacted does not respond, then the person doing the contacting (person A in this case) takes over the alerting job for that person, making a note of the person unable to be contacted At the numbers level shown above (1, 2, 3, 4, 5 etc.) - if a person to be contacted does not respond, then the person doing the contacting simply moves on to the next contact in that particular alerting group, making a note of those unable to be contacted The system s main advantage is its simplicity. Its main disadvantage is that it takes time - especially for large numbers of persons to be contacted - and requires personal contact details (office, home and mobile telephone numbers) and the associated procedures to be constantly updated and / or maintained A B C D GHA ERP Guideline /

116 Appendix H to GHA ERP Guideline On the following page is an example (template) of a typical memorandum of understanding document (MOU) which station managers / airline representatives (including GHAs) might wish to consider using & adapting when negotiating with local hotels etc. for the provision of facilities for: An Uninjured Crew Reception Centre - Landside CRC (L) An Uninjured Passenger Reception Centre - Landside SRC (L) A Humanitarian Assistance Centre - FAC (Family Assistance Centre - FAC) The provision (by a station) of these three facilities (typically located in separate hotels) is a requirement of the ABCX Airways Emergency Response Plan - for each such station to which the airline operates Note - as this template MOU is specific to a serious crisis situation, its use should be considered in addition to any other contracts, agreements etc. already in place for use of such hotels by the airline and / or airline representative during normal and disruption type operations GHA ERP Guideline /

117 Example This memorandum of Understanding (MOU) is made on (insert date) between (insert title e.g. ABCX Airways or name of Supervisory Agent / Ground Handling Agent Company representing ABCX Airways locally at [insert Station name]) and (insert name of hotel plus city / town / location name etc.) - both taken together being known as the Parties to this MOU The Parties hereby agree that when (insert title e.g. ABCX Airways or name of Supervisory Agent / Ground Handling Agent Company representing ABCX Airways) requests that (insert name of hotel) makes its accommodation and facilities available to (insert title e.g. ABCX Airways or name of Supervisory Agent / Ground Handling Agent Company representing ABCX Airways) during time of crisis for the latter (as usually but not exclusively related to an aircraft accident) - then (insert name of hotel) shall make all reasonable effort to comply with the request - if circumstances (e.g. availability of rooms & facilities) on the day so permit Under the terms of this MOU (insert name of hotel) should provide to (insert title e.g. ABCX Airways or name of Supervisory Agent / Ground Handling Agent Company representing ABCX Airways locally) the below facilities (where available) - in the shortest possible timescale, and for as long as is necessary: As many guest rooms as possible or as requested (room sharing to be assumed where appropriate) Food, beverage and similar All other normally available hotel facilities including telephone, internet access, newspapers etc. Increased security at the hotel where possible and reasonable to do so Use of hotel contracted doctor(s) and similar medical staff Use of large rooms (e.g. conference rooms) or similar for briefings, childcare etc. Business Centre facilities Hotel or hotel arranged transportation Issue of cash (on a very short term advance of funds basis) where so requested Availability of other forms of credit In order to facilitate provision of the above (insert title e.g. ABCX Airways or name of Supervisory Agent / Ground Handling Agent Company representing ABCX Airways locally) may request that (insert name of hotel) arranges for current guests to voluntarily be moved to other, appropriate accommodation in return for a financial inducement (or equivalent) which shall be funded / provided by (insert title e.g. ABCX Airways or name of Supervisory Agent / Ground Handling Agent Company representing ABCX Airways locally) ABCX Airways agrees to pay / repay all bills, invoices, cash advances etc. (as related to the provision of the above facilities / services) within 30 days of same being presented by (insert name of hotel) - as based on the hotel s normal / usual rates, fees and charges for the provision of such services / expenditure for the time period(s) concerned - together with a mutually agreed and reasonable mark-up (insert details of mark-up here) Where cash has been advanced to ABCX Airways or its representative(s) as per above - then a reasonable rate of interest may be charged by (insert name of hotel) on the repayment amount for the time period for which the advance remains outstanding. This rate shall be (insert percentage here) per annum. This rate shall be reviewed and mutually agreed to annually by the Parties - and this MOU updated accordingly Signed Signed or (Insert name of hotel plus city / town name etc.) for (Insert title e.g. ABCX Airways or local representative) Date Appendices: GHA ERP Guideline /

118 Appendix J1 to GHA ERP Guideline - UK Police MISPER form (equivalent of ABCX Airways FEC) UK Police - MISPER Form (Equivalent of airline FR Enquiry Card) Date of Issue- November 2013 GHA ERP Guideline /

119 GHA ERP Guideline /

120 Appendix J2 to GHA ERP Guideline - UK Police Survivor/Evacuee Form (equates to ABCX Airways PRC) UK Police - SURVIVOR/EVACUEE Form (Equivalent of airline Passenger / Victim Record Card) Date of Issue- November 2013 GHA ERP Guideline /

121 GHA ERP Guideline /

122 Appendix K to GHA ERP Guideline ICAO Annex 9 / Chapter 8 - Other Facilitation Provisions Assistance to Aircraft Accident Victims & their Families Following a catastrophic (mass fatality / injuries) aircraft accident, it is best practice (and a legal requirement in a very small number of jurisdictions) for the accident airline to offer transportation of accident victims (non-flying) families, relatives and friends (FR) to (or as near as practicable / safe etc. to) the accident location. For large, international airlines this could mean transporting several thousand FR from all corners of the planet - using any / all available methods of suitable transport Under the terms of ICAO Annex 9, Chapter 8, paragraphs 8.39 to the following is required of all United Nations states (countries) - which includes almost every country in the world: The country where the accident occurs (& bordering countries too where appropriate) shall make appropriate arrangements to temporarily permit FR to enter their country / countries The country where the accident occurs (and bordering countries too where appropriate) shall make appropriate arrangements to temporarily permit authorised (accident) airline staff and other airline representatives to enter their country / countries - for the purposes of providing assistance to accident victims and their FR - and also to the appropriate authorities. This paragraph applies equally to the accident airline s alliance partners (code sharing and similar) where appropriate e.g. such partner might be requested (by the accident airline) to deploy in support of the accident - typically in circumstances where the partner s base is relatively closer to the accident location than that of the accident airline (The term enter [as used in the two bullet point paragraphs above] generally refers to immigration / border controls e.g. Passports [or equivalent documents], VISAs, electronic travel authority, electronic system for travel authorisation etc. e.g. if a VISA [or equivalent] must normally be procured in advance [before travel] by person A visiting country X - then as per the above paragraphs, country X might temporarily waive or beneficially adjust this requirement. An example of the latter would be immediate provision of a VISA to person A upon arrival in country X) Where necessary, all United Nations (UN) countries shall issue emergency travel documents to their nationals, who have been victims of a major aircraft accident or similar (in which e.g. passports have been lost) Where necessary, all UN countries shall provide appropriate assistance in facilitating the movement of human remains, to an appropriate destination (ICAO uses the term country of origin ) - as requested by FR of the deceased and / or by the accident airline Note 1 - other parts of ICAO Annex 9, Chapter 8 (paragraphs 8.3 to not reproduced here) require the same type of facilitation (assistance) to be provided to Air Accident Investigation Teams (including airline components of such teams) and their equipment - when deploying in support of an aircraft accident Note 2 - applicable from February 2016, a new clause 8.46 (ICAO Recommended Practice) was inserted in Annex 9 / Chapter 8. This clause is applicable to airlines, airports etc. - and relates to the provision of assistance to accident victims and their families. All airline and airport etc. emergency planners should note well the requirements of this clause (see next page) GHA ERP Guideline /

123 8.46 Recommended Practice ICAO Annex 9 - Chapter 8 - Other Facilitation Provisions 1 - Assistance to Aircraft Accident Victims and their Families Contracting States should establish legislation, regulation and / or policies in support of assistance to aircraft accident victims and their families Note - Attention is drawn to ICAO Doc ICAO Policy on Assistance to Aircraft Accident Victims and their Families and Doc ICAO Manual on Assistance to Aircraft Accident Victims and their Families GHA ERP Guideline /

124 Reminder before reading Section 5 Sections 1, 2 & 3 constitute the abbreviated version of this guideline. The abbreviated version is specifically targeted at very experienced and knowledgeable GHA emergency response planners / managers / team leaders only i.e. those able to confidently plan / update their own, local (GHA) ERP in accordance with the abbreviated portion of this guideline alone For GHA emergency planners etc. requiring a more complete GHA ERP guideline - and / or where further guidance is needed, supplementary Sections 4 & 5 of this document must also be consulted and used to put together a full (non-abbreviated) version of the GHA ERP To make this absolutely clear - the intent here is that only those very confident in using the abbreviated version use Sections 1 through 3. Those requiring the full version must combine Sections 4 & 5 with Sections 1 to 3 If in doubt, it is strongly recommended that the full version always be consulted / prepared / used GHA ERP Guideline /

125 SECTION 5 STATION ERP - SPECIFIC INFORMATION GATHERING REQUIREMENTS GHA ERP Guideline /

126 INTRODUCTION to SECTION 5 The first part of Section 5 consists of diagrams pictorially showing the typical requirements for an on-airport emergency response (catastrophic aircraft accident) as generally stipulated by the International Civil Aviation Organisation (ICAO) - and thus generally mandatory for airport crisis response purposes - and as further contained in any associated, local Airport Emergency Plan (AEP) In turn, the airlines and their representatives (particularly GHAs) operating at any particular airport will need to prepare their own emergency response plans (ERP) - based predominately on that particular airport s AEP The terms and abbreviations used in the diagrams are those used by ABCX Airways in its own crisis response plans. However, similar terms are used by most airlines and airports worldwide. Abbreviations / acronyms used will be the same as those found on page 10 - unless stated otherwise Note - crew victim movements are typically expected to be similar to those of passenger victims in principle - except that where possible locally, uninjured passengers and uninjured crew should be separated (and remain separated thereafter) upon leaving the accident site i.e. separate transport; separate reception centres / hotels; separate re-uniting location(s) etc. The second part of Section 5 requires answers and / or information and opinion to be provided by / from the Station Manager / GHA / Airline Representative him / herself i.e. significant work / research needs to be done here by such persons, in order to complete this section successfully Abbreviations / acronyms used will be the same as those found on page 10 - unless stated otherwise Reminder 1 - A study / review of the Glossary at Section 4 (starts page 57) will make understanding of this Section 5 more complete and will lead to the provision of better (more useful) answers and / or information and opinion Reminder 2 - The reader is advised that much, if not most of what has been written in this document will absolutely not exist in some countries - mainly (but not exclusively) in countries classified by the United Nations as least developed and, to a lesser extent, in countries classified as developing. However, even in developed countries similar can and does apply at some airports, to some airlines and GHAs etc. Note - the simplified diagram shown on the next page is meant to indicate where the accident flight s airline / airline representative (GHA) person fits into the overall emergency response effort for an on-airport aircraft accident. It is important to clearly understand that the airline s representative (e.g. typically operating from the accident station s Local Accident Control Centre) is not in charge of the crisis - and that the airline Crash Site Team is just one of only several different (on and off-airport) teams which typically deploys to an onairport accident location GHA ERP Guideline /

127 SITUATIONAL CONTEXT of the Accident Station s LOCAL ACCIDENT CONTROL CENTRE Crisis Management Centre - at Airline (ABCX Airways) HQ Crisis Director Airport s Emergency Operations Centre - at Accident Airport / or at Airport Nearest Person in Charge + Police Silver Control (UK, UAE & Oman) ABCX Airways - Local Accident Control Centre Controller LACC - i.e. Station Manager / Airline Rep (GHA) 2 ways comms established LACC / CST Temporary Mortuary ABCX Airways Crash Site Team i.e. Traffic / Ramp/ Terminal Rep + Aircraft Engineer Rep RVP Rendezvous Point / Staging Post Mobile / Forward Command Post + Police Bronze Control - (UK, UAE & Oman) Crash Site / Triage GHA ERP Guideline /

128 TYPICAL CRISIS RESPONSE ACTIVITIES AT / NEAR TO ACCIDENT SITE (On airport accident assumed) Uninjured Holding Area Medical Treatment Area Deceased Holding Area Upwind CST - This 2 person team represents the accident airline at the MICC / FCP. Amongst other things it e.g. delivers the accident flight s Crew List, PAX List & Dangerous Goods info to those needing same Medical Services Airport Police / Security Inner Cordon The MICC / FCP conducts operational [Bronze] command & control (delegating as required) of all resources shown opposite - whilst same are operating at / near to the accident site. Each agency present in the diagram should send a liaison rep to the MICC / FCP Mobile Incident Command Centre / Forward Command Post Accident Airline s Crash Site Team Airport Fire & Rescue Service Inner Cordon For simplicity, diagram is not 100% complete e.g. outer cordon not shown - but all agencies shown opposite [except AFRS] operate from the outer cordon; off-airport responding resources not shown; Tactical [Silver] & Strategic [Gold] lines of command & control etc. omitted for both on-airport & offairport agencies etc. GHA ERP Guideline /

129 Typical Movement of Uninjured Passengers from (on-airport) Accident Site Wind Direction (from the West) Uninjured PAX transported to airport (airside) SRC (A) for processing SRC (A) staffed by e.g. Airport Operator Accident Airline Airline Rep (GHA) Airport ICT Airline HAT Police / Security CIQ Medical Staff etc. SRC (L) staffed by e.g. Accident Airline Airline Rep (GHA) Hotel Staff HAT Volunteers Faith Reps Security etc. Uninjured Survivor Holding Area (Located upwind of accident site - on the outer cordon) Uninjured Crew separated from Uninjured PAX before boarding separate buses SRC (A) Typically located airside at Airport Terminal Uninjured PAX transported to (landside / off-airport) SRC (L) SRC (L) Typically located at appropriate Landside Hotel SRC (A) actions: On-airport Accident Site Receive Uninjured PAX Issue SRC(A) Info Cards Provide required amenities / facilities / services Complete PRCs Provide welfare Provide information Provide minor medical attention Criminal Investigation (if so required) Release to Landside (when so cleared) Airport Re-uniting etc. SRC (L) actions: Receive Uninjured PAX Issue SRC(L) Info Cards Ensure required amenities / facilities / services provided Complete PRCs Provide welfare Provide information Off-airport Re-uniting etc. Note - Instead of going to the SRC (L) (after release from the SRC [A]) uninjured PAX may instead 1. Go to any other local accommodation (including homes); 2. Carry on with journey; 3. Return to journey start point; 4. Anything else achievable (Accident airline will assist with 1. to 4. above - insofar as is possible / practicable) GHA ERP Guideline /

130 Typical Movement of Injured & Deceased Victims from (on-airport) Accident Site Wind Direction (from the West) Injured Victim Holding Area (Located upwind of accident site - on the outer cordon) On-airport Accident Site Deceased Holding Area / Temporary Mortuary Injured Victims transported to Hospital(s) Deceased Victims transported to Mortuary etc. Respect culture/custom/religion etc. Post Mortem / autopsy Identification Repatriation (as required) Enquiry (as required) Burial / cremation etc. Notes: 1. PRCs (or equivalent local form) to be completed for hospitalised victims (if possible). 2. PRCs to be completed for any accompanying, uninjured FR type victims (travelling companions from accident flight) also present at hospital(s). 3. FECs(or equivalent local form) to be completed for any other FR / MGFR present at hospital(s) - (unless any such FR / MGFR has already been re-united with his / her associated, hospitalised victim). 4. Apply same principles / actions (as per items 1 to 3 above) to any mortuary / mortuaries in use for deceased victims. 5. The accident airline and / or its local airline rep should have enquired beforehand as to whether or not its representatives (e.g. the HAT) will be allowed access to the potential hospital(s) involved. If not, appropriate agreements, SOPs etc. should have been pre-negotiated so as to ensure that the accident airline is given access to the appropriate information, in order that it can carry out its humanitarian and equivalent duties. Nevertheless, in some countries / jurisdictions the airline might still be denied such access / info. 6. The latter (item 5) might also apply to some mortuaries. 7. In some countries / circumstances it is possible to encounter insensitive / inhumane / degrading etc. handling of the injured and (particularly) the deceased. 8. In some countries / circumstances etc. only some (or none) of what has been written on this page will take place GHA ERP Guideline /

131 Typical Movement of MGFR waiting at Accident Airport (+ locally living FR also) Put out PA messages for appropriate MGFR to go to appropriate airport info desk / wherever (flight number, departure airport, scheduled arrival time provided) Likewise for Flight Info Display System - FIDS At airport info desk etc. - trained airport / airline / GHA staff screen enquiring MGFR to ensure some form of valid involvement with accident flight Valid MGFR requested to go to the airport s FRRC (pre-prepared map issued) MGFR checked again at FRRC entrance & (if still assessed as valid ) given access IMPORTANT - wording / actions re any of the above to be appropriately sensitive, diplomatic, compassionate etc. Issue FRRC info cards as MGFR enter Briefly advise MGFR why they are here Advise MGFR that they can leave FRRC at any time Direct MGFR to unprocessed MGFR area Complete FECs with MGFR Direct MGFR to processed MGFR area Provide MGFR with appropriate welfare (humanitarian assistance of all types) Provide MGFR with appropriate facilities Provide MGFR with ongoing info updates When (if) possible / appropriate update MGFR on efforts to reunite them with those they were waiting to greet When FRRC closes brief MGFR of what might be available to them next e.g. use of the airline provided Humanitarian (Family) Assistance Centre - HAC Notes: 1. The HAC is typically set up by the accident airline ASAP after accident occurrence. Where possible, it is located in a suitable, relatively local hotel(s). 2. Airline provided HAC services should be available 24H to all FR worldwide (including local MGFR). The latter can opt to be accommodated in the HAC or stay at local residences. For those not choosing HAC accommodation, invitations are typically made for them to attend the daily HAT briefings - or otherwise to view such briefings via one or other forms of visual electronic conferencing system e.g. Skype. 3. The paramount purpose of the HAC is to provide timely, accurate information (re any ongoing accident situation) to FR worldwide. For non-local FR requiring HAC accommodation, the accident airline will typically arrange and pay for associated transportation, lodging etc. In the HAC itself a wide array of additional humanitarian / welfare assistance services should ideally be available. 4. It is typically expected of the accident airline that it meets all costs and expenses associated with HAC operations. 5. In some countries / circumstances etc. only some (or none) of what has been written on this page will take place GHA ERP Guideline /

132 Typical Movement of non-mgfr type / non-local type Family, Relatives and Friends Notes: 1 - During the shorter term post major aircraft accident most FR will typically be communicating with the accident airline via the latter s Emergency Call / Contact / Info Centre (ECC). Amongst many other things the ECC will eventually ask FR (not living relatively locally to accident location) is whether or not they wish to be transported to and accommodated at the airline s HAC. For those so wishing, the airline will typically arrange and pay for almost everything. 2 - See appropriate notes on previous page for more details re the HAC. 3 - It is expected that some non-local (to HAC) FR will elect not to travel. In such circumstances the accident airline might consider (with permission of the appropriate FR) sending (for a limited duration) some of its HAT members to visit such FR in their local homes, in order to offer appropriate humanitarian and related services. 4 - Re FRRC (see previous page for latter) and HAC ops - note that it might be necessary to additionally set up and operate both types of centre at the origin / departure / upline airport(s) from which the accident flight departed prior to the accident occurrence at the arrival / destination / downline airport (which we are writing about here). Again, the accident airline and its local reps are typically responsible for so doing. 5 - In some countries / circumstances etc. only some (or none) of what has been written on this page will take place GHA ERP Guideline /